Adobe

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 challenge

The Principal Customer Success Manager (CSM) will be dedicated to one of our largest global agency customers and serve as a central point of contact for the customer during the entire life cycle of their usage of Adobe solutions. You will work across the market leading Creative and Document Clouds with some cross over on the Experience Cloud as well.

As a trusted advisor, facilitator, and advocate, the CSM’s role is to ensure that customers achieve their strategic business goals and realise value from their Adobe products, ultimately translating into renewal and upsell of the client’s subscription. The CSM will build and maintain positive relationships with multiple contacts within the assigned customers, including executive roles.

Along with the account team you will be responsible for building and implementing a global enablement plan, that drives adoption and value realization across the agency landscape. You will bridge the gap between the product teams ensuring the customer is kept abreast of the latest and greatest features and developments.

Naturally to ensure value realization and product adoption it is essential in this role that challenges that inhibit adoption across the landscape are identified and mitigation plans put in place.

 

What you’ll do

Understand customer strategy, establish, and coordinate customer’s adoption, training, and usage/development of standard methodologies to continually drive incremental value and return on the customer’s investment
Navigate customer landscape and develop and maintain a trusted advisor relationship with customer executive sponsors
Evangelise Adobe products/technology to excite and encourage customers to push the boundaries of our Creative and Document Cloud solutions.
Build and implement global enablement plan in conjunction with Adobe account team and key customer partners.
Lead, manage and participate in activities that drive product adoption, active use, Adobe awareness, and customer satisfaction.
Drive regular governance with customer to report on KPIs, raise awareness of Adobe news / events. Shares results & actionable items with cross-functional partners.
Cultivate partnership within their immediate group and their ecosystem & encourage team collaboration by setting themselves up as an example.
Be responsible for the overall customer health reporting and monitoring.
Planning and Orchestration of regular Strategic Business Reviews/Executive engagements.
What you need to succeed

A proven track record in strategic account management is required.
Previous experience working in a Client Success role with a cloud/SAAS vendor having led high volume web-based software solutions is preferred.
Ability to demonstrate account portfolio planning proficiency, ability to prioritize work and strong time management skills are required.
Possess excellent verbal and written communication skills, including ability to present to decision makers.
Excellent interpersonal skills and the confidence to be an open advocate, willing to push back when needed.
Ability to deliver customized presentations and demonstrations, either via web conference or face-to-face. Including the delivery of quarterly business reviews
Must be highly self-managed, responsive, with the passion to serve the customer.
A strong desire to invest in your own professional and personal development, whereby you’ll take ownership over acquiring additional skills and knowledge beyond that required by the organization and day-to-day demands of their role.
Organisation skills and a structured working approach, ability to deal with several different activities in parallel.
Ability to influence and drive issue resolution with cross-functional teams in a matrix organization.
BA/BS degree or equivalent work experience.

Diversity & Inclusivity:

Adobe is an equal opportunity employer. We hire talented individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. This is what it means to be Adobe For All.

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.

Adobe is a Platinum Sponsor of Women in Tech forum and offers employees annual membership to the Women in Tech forum program of monthly virtual events, informal mentoring and coaching to support your ongoing professional development.

To apply for this job please visit adobe.wd5.myworkdayjobs.com.