Our CompanyChanging 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! Duties : Within the Digital Experience Customer Success team here at Adobe, our focus is on delivering exceptional experiences and accelerating value for our customers through three core pillars; Partnership, Adoption and Value Realisation.Our Principal Customer Success Managers are expected to maximise value realisation and return on investment in complex, multi-regional strategic enterprise accounts by building strong long-term partnerships with a focus on product adoption. They lead customers through digital transformation by advising strategy and collaborating with multiple internal teams and customer departments while accelerate value for customers by understanding their business goals and objectives, design success plans and establish governance frameworks.As a Principal CSM at Adobe you are a leader in customer success to achieve results throughout the product lifecycle.What you'll do• Lead customers through digital transformation with a clear view of customerobjectives and key performance indicators• Enhance value realisation and return on investment from the solutions andservices they buy from Adobe• Increase solution adoption and usage with a clear plan• Build positive relationships at senior levels, including C-Level, within some of thebiggest companies in the UK• Account strategy planning and building success plans to drive loyalty, advocacyand minimize customer attrition• Track accounts' performance and lead critical blocking issues with clearexecution plan and drive to get closure• Build and grow relationships for Adobe's strategic portfolio of multi-solution,multi brand clients at the senior level becoming a trusted partner• Build a strong post-sales strategy for your portfolio of accounts to ensure ourcustomers enhance the value on their investment in Adobe's Solutions• Provide thought leadership, thought leadership & domain expertise to thecustomer success organization, our clients and Adobe's European CustomerSuccess team• Build a strong business relationship with our Sales, Marketing, SolutionConsulting and Professional Services team• Demonstrate seniority by leading new retention and growth initiatives thatdeliver value ensuring we scale, delight and innovate for customer success• Become an ambassador for to the CSM organization within Adobe and a CSMevangelist across ACS (Adobe Customer Solutions) and Sales• Demonstrate experience of supporting the hiring and ramp up process of newrecruits into the Customer Success TeamWhat you'll need• Bachelor's degree or equivalent experience• Minimum 5-10 years experienced in post-sales account management in DigitalMarketing (analytics, optimization/conversion and/or social). Candidates withpre-sales, marketing/creative agency or consulting background will beconsidered• Strong experience in Digital Marketing Solutions and knowledge of the Adobe'scompetitive landscape• Proven effectiveness managing an account portfolio of large, global,Sophisticated and strategic accounts at a senior level. Building and maintainingrelationships at most senior levels with assigned accounts becoming a trustedadvisor• Proven experience driving customer retention initiatives, achieving highretention rates and customer satisfaction (NPS)• Strong communications skills (written & verbal)• High level critical issue management• Able to anticipate and identify ill-defined problems/issues• Strong presentation skills at all levels of audience• Tenacious, personable, high confidence and reSkills : Results oriented• Adaptable, strong self-awareness, confidence to hold themselves and others toaccount based on expectationsAdobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.
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