Customer Success Manager, Adobe
Global leader in digital media and marketing
Job no longer available
Global leader in digital media and marketing
1001+ employees
Job no longer available
1001+ employees
Company mission
Adobe's mission is to move the Web forward while also giving Web designers and developers the best tools and services in the world.
Role
Who you are
- Bachelor’s or Master’s degree
- Experienced in post-sales account management in Digital Marketing (analytics, optimization/conversion and/or social). Candidates with pre-sales, marketing/creative agency or consulting background will be considered
- Strong experience in Digital Marketing Solutions and knowledge of the Adobe’s competitive landscape
- Proven effectiveness managing an account portfolio of large, global, sophisticated and strategic accounts at a senior level. Building and maintaining relationships at most senior levels with assigned accounts becoming a trusted advisor
- Proven experience driving customer retention initiatives, achieving high retention 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 results oriented
- Adaptable, strong self-awareness, confidence to hold themselves and others to account based on expectations
What the job involves
- As a CSM at Adobe you are a leader in customer success to achieve results throughout the product lifecycle
- Lead customers through digital transformation with a clear view of customer objectives and key performance indicators
- Maximize value realisation and return on investment from the solutions and services 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 the biggest companies in the UK
- Account strategy planning and building success plans to drive loyalty, advocacy and minimize customer attrition
- Track accounts’ performance and lead critical blocking issues with clear execution 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 our customers maximize the value on their investment in Adobe’s Solutions
- Provide thought leadership, thought leadership & domain expertise to the customer success organization, our clients and Adobe’s European Customer Success team
- Build a strong business relationship with our Sales, Marketing, Solution Consulting and Professional Services team
- Demonstrate seniority by leading new retention and growth initiatives that deliver value ensuring we scale, delight and innovate for customer success
- Become an ambassador for to the CSM organization within Adobe and a CSM evangelist across ACS (Adobe Customer Solutions) and Sales
- Demonstrate experience of supporting the hiring and ramp up process of new recruits into the Customer Success Team
Salary benchmarks
Our take
Computer software giant Adobe is well known across the world, with flagship products like Adobe Photoshop having become household names. Since its founding in 1982, the company has been at the forefront of developing some of the world's most essential tech, such as printer languages and Flash players. Its impressive power to continuously innovate is a huge part of the reason why its revenue has continued to grow year on year.
However, during the coronavirus pandemic Adobe has suffered, as consumers focus more on essential tech and subsequently move away from more discretionary products. This has been damaging for Adobe because it has, over the last two decades, diversified considerable into these non-essential tech fields which have taken a hit. Adobe's core business will remain strong, since it is so fundamental to the technology we use, but the company's next test will be to ensure that its more peripheral ventures are able to recover.
That said, there can be no doubt that Adobe is well set to bounce back from the pandemic. Over almost 40 years, it has continued to create leading software, and with new products like 'Spark' - a social media post-creation software - it looks like Adobe is well up to date with current market trends. Its fame, global demand, and vision to "dream bigger" mean that it is well-set to continue its successes going forward.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Company benefits
- Casual dress
- Paid sick leave
- Education + Training reimbursement
- Stock purchase plan
- Performance bonus
- Employee discounts
- 20 days holiday (excl. bank holidays)
- Work from home opportunities
- Health insurance
Company HQ
Downtown San Jose, San Jose, CA
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