Customer Success Managers (CSM) are an amazing resource Adobe offers to customers who buy with our enterprise licensing programs. The job is to help customers see the maximum value of their investment with Adobe's products. CSM's do this by assisting customers with deployment and active use after a sale is completed. Successful CSM's are enthusiastic, technology-savvy individuals and go-getters who use their experience with Adobe products (such as Adobe Creative Cloud and Adobe Document Cloud in this case) to help a customer more quickly see their investment with Adobe pay dividends.
The CSM position requires the following skills:
* Customer relationship management * Project management * Presenting to customers * Facilitating customer adoption of Adobe products * Cultivation of future projects * Qualification of new opportunities * Frequent interaction with customers, from executives to end-users * Excellent verbal and written communication skills
A Customer Success Manager for Adobe's Digital Media business provides a customer the help they need to transition from a sale to full realization of the value. The day-to-day job will be a combination of learning about a customer's needs and apply the many resources that Adobe offers to those needs in a way that not only helps them move past deployment into activated, but continue to drive adoption and value across a portfolio of accounts.
* Guide a customer through the deployment of Adobe's Creative Cloud and Document Cloud named-user deployment * Carry a portfolio of ~30 Enterprise customer accounts * Lead a product adoption strategies for customers using Creative Cloud, Document Cloud, Stock and Sign and other products as-needed * Proactively manage and address customer issues throughout the post-sales engagement with the goal of increasing customer satisfaction * Fully understand customer requests, document and engage appropriate resources * Identify additional services and solutions opportunities with account team members * Develop and implement tailored programs that provide continued value to the customers * Coordinate, facilitate, or lead customer events to drive adoption and enablement * Drive ongoing cadence for customer to assess their achievement against their own KPIs and to stay abreast of Adobe news and events * Report and share results and actionable items with both the customer and Adobe as we continually strive to be of value to our customer
* Willing to own customer success and act tenaciously in driving long-term customer value * Ability to travel - this is a mostly remote team, but customer onsite travel would be expected monthly * Self-motivated, team-oriented, very responsible, and focused on exceeding customer expectations * Passion for Adobe and our entire portfolio of solutions * Exceptional customer skills demonstrated from previous employment with proven, track record of successfully managing customer relationships and technical projects * Excellent verbal and written communication skills * Excellent work ethic and leadership skills * Exceptional organizational and presentation skills * Comfortable with enterprise and/or educational institutions workflows, terminology, concepts and strategies * Capable of facilitating change and ability to excel in high-stress situations * Technical degree or equivalent * Strong experience with Adobe's Digital Media Solutions (Creative Cloud and Document Cloud) * Knowledge of creative workflows including, web development, graphic design, video and other multi-channel publishing workflows
At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. 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 and explore the meaningful benefits 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.
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.