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! The Opportunity Adobe DX business is seeking a CSM (Customer Success Manager) who is passionate about seeing customers succeed and landing & expanding the existing customer base. The CSM will work in a team environment and share the responsibility of managing customers. The CSM will build relationships with key players, becoming a trusted advisor and maintaining ongoing relationships to find growth opportunities within the Team account base. The role plays an instrumental part in the overall success of the Team. We all must roll up our sleeves and do the work needed to win. You’ll work on complex Digital experience engagements with customers in lock-step with the rest of the team and as such need to be available via several communication platforms.What You'll Do Drive strategic planning and key customer engagement activities to drive measurable impact for the customer / Engagement-based activities focused on accelerating the adoption and value of Adobe solutionsLead end-to-end customer-facing activities to drive Start Strong, Adoption / Value or Customer Health engagementsDrive actionable path to value to improve solution adoption in line with customer use casesProvide solution best practices and thought leadershipWork with internal and external stakeholders to create MSPs for engaged customersProvide ongoing insight to the account team on changes to solution health & update solution health when actively involved in an engagement.Driving measurable impact and verification of valueThorough understanding on Digital marketing and Digital experience businessProven experience in driving value conversations for any of the Digital experience productsBe the voice of the customer.Build Mutual Success Plans.Drive Strategic Business Reviews.Educate customers on DX and provide best practices.Work with sales executives on land and expand opportunities.Assist with support-related issues and ensure support case is resolved in a timely manner.Assist customers with their integrations and facilitate meetings between customers and other internal teams, such as Solutions Engineering, Product, Support, etc.Maintain proactive, regular contact within accounts to maximize their success and usage, as well as additional revenue opportunities.Deliver customized demonstrations.Drive customer references.What you need to succeed Expertise in AEM (Adobe Experience Manager), is a mustCertified AEM Specialist is an added advantage6 - 9 years' prior proven track record being a Business Analyst, AEM developer and handling customer conversations.Ability to work well and thrive in a team environment.Proven track record of meeting quarterly and annual renewal and upsell metrics.Strong working knowledge of Salesforce.com.BA/BS degree or MBA from a Tier 1 institute (preferred)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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