Senior Customer Success Manager

Adobe•Chicago, IL

About The Position

Our Company Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours! The Opportunity We are looking for a Customer Success Manager to join our Substance 3D team! You will work directly with customers to drive product adoption and value realization primarily within Adobe’s Substance suite of products and across Adobe’s portfolio of Digital Media offerings, develop trusted advisor-level partnerships with key customer collaborators, and deliver product presentations and point-of-view documents that build awareness and excitement among customer power users!

Requirements

5 + years relevant work experience in sales and/or customer success with a preference for experience in the technology industry and experience with the Adobe products
Strong history of successfully navigating customer challenges to resolution
Experience attaining and achieving sales quota or customer success metrics
Experience with 3D asset pipelines and understanding 3D workflows
Previous experience working as a trusted advisor to drive business value and sales expansion opportunities
Proven experience as a self-motivated, collaborative, and responsible professional who is passionate about exceeding client expectations
Bachelor’s Degree or equivalent experience
Resourceful: Able to prioritize, multi-task, and perform effectively in ambiguous environments
Communicative: Exceptional presentation and interpersonal skills
Influential: Strong relationship management skills; proven ability to effectively navigate organizations and champion joint partnerships
Engaging: Highly effective at leading and facilitating executive meetings and engaging with the C-Suite
Available to travel approximately 20 %

Responsibilities

Build and maintain positive relationships with customers, understanding their needs, and ensuring their satisfaction with Adobe's products and services
Assist customers in effectively implementing and adopting the product, ensuring they achieve their desired outcomes and improve the value they derive from it
Position Adobe’s complementary product offerings aligned to Substance 3D in relevant and value-focused ways, ensuring the customer is engaging across the complete Cloud portfolio, including tools such as API Services , and in partnership with Creative Cloud teammates, any identified interest in CC product offerings , among others
Partner closely with sales and account management counterparts on growth opportunities within customer accounts
Maintain deep product knowledge and customer proven techniques across our Substance product suite
Develop documents and presentations to customer collaborators and executives around product value and POV documents
Align with internal stakeholders such as Account Managers, Sales Specialists, Solutions Consultants, and Product Marketing to guide the customer through successful launch, adoption, and value realization
Accountable for customer’s overall success with Adobe's Substance 3D platform including activation, engagement, adoption, expansion, and health scores
Gather customer feedback, analyze trends, and provide valuable insights to the product development team to drive continuous improvement and enhance the product's features and functionality
Identify customers with deployment risk and partner with an Account Manager to create and implement get-well plans
Understand and advise customers on improving and applying their 3D asset pipeline