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! Working across the Customer Success organization, this role will be pivotal in helping to drive the effectiveness and efficiency of our Customer Success team. The successful candidate will be operationally strong, metrics oriented, have a strategic demeanor, and a laser focus on the customer experience and value. You should have a consistent track record of working with and influencing the entire ecosystem across the customer lifecycle, including sales, customer success, customer support, and professional services. This role requires a passion for formulating and implementing strategies to deliver high-quality service that enables customer success and faster time to value Adobe for solutions. This person will have experience driving efficiencies and understand the tools that allow that efficiency. What you’ll do Comp Model. Design comp models, roll them out globally, and measure individuals and/or teams against them. Segmentation & Coverage. Collaborate with the Customer Success leadership team on organizational design and customer segmentation and coverage. Capacity Model. Be the key strategic driver in development of, and ongoing change manager for, the customer success capacity model. FY Planning. Drive discussions with Customer Success leadership, prepare requisite content, and engage with Finance on fiscal year Planning. Customer Journey. Key contributor for development of a customer Journey model and engagement from customer success. Finance Liaison. Meet regularly with Finance and customer success financial business leaders on budgets including headcount to ensure they in line with forecast / actuals. Serve as key business partner to customer success leadership in organization design, tech stack optimization, key performance indicator (KPI) tracking, etc. Stay ahead of industry trends, standard methodologies, and new technologies in the customer success field. Apply new knowledge to improve operations and provide innovative solutions. Lead annual benchmark study for the Customer Success team i.e., Technology & Services Award Association (TSIA) What you need to succeed: Excellent organizational skills with the ability to balance multiple priorities and deadlines. Proven understanding of customer success principles and standard methodologies Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and key partners. Self-starter with a proactive and results-driven approach Ability to lead by influence and work effectively in highly matrixed organizations. You work well in ambiguity, can work with your team to dive into a problem and build a solution. Ability to think, act, and prioritize strategically while maintaining the ability and willingness to energy to roll up your sleeves to operationalize day-to-day tactics for customer success. Skills: 6+ years in customer success and/or account management operations role Excellent written and verbal communication skills. Excellent organization skills with the ability to prioritize. Ability to operate across global time zones & cultures. Ability to prioritize and handle competing priorities. Proficiency in CRM systems and customer success platforms Collaboration and shared messaging software (Slack, Teams, JIRA) At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists (http://www.adobe.com/careers/awards.html). You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog (http://blogs.adobe.com/adobelife/) and explore the meaningful benefits (http://benefits.adobe.com/) we offer. Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $112,200 -- $236,500 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.Adobe is proud to be an Equal Employment Opportunity and affirmative action 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.Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.
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