Customer Success Manager, Document Cloud
Adobe
San Jose
hace 3 días

The Opportunity

Customer Success Managers (CSM) own the post-sales customer experience at Adobe, driving active use and maximizing the return on a customer’s technology investment.

Document Cloud CSMs are responsible for ensuring the overall success for a portfolio of accounts and are adept at building consultative relationships with the key customer stakeholders within that portfolio.

We are looking for a technology-savvy individual who has experience with digital transformation and business productivity solutions and excels at customer relationship management.

While driving product adoption and usage, the CSM should also become a trusted advisor to their clients.

What You'll Do

  • Lead and participate in activities that drive product adoption of Adobe Document Cloud solutions and ensure customer satisfaction
  • Proactively manage and address customer issues throughout the deployment process and the duration of the customer lifecycle
  • Fully understand and document customer requests, and engage with appropriate resources across the Adobe ecosystem
  • Partner with account team members to identify expansion opportunities and additional services and solutions
  • Develop and implement tailored programs that provide continued value to the customer, ensure renewals, and drive long-term account growth
  • Drive ongoing cadence with customer stakeholders to align on top priorities and business objectives, report on critical metrics, and to raise awareness of Adobe news and events
  • Share results and meaningful items with cross-functional partners
  • What You'll Need to Succeed

  • 3+ years of related experience in SaaS technology (Customer Success, Consulting, Sales, Business Development, Sales Engineering, client-side experience, etc.)
  • Excellent communication, presentation, and negotiation skills (verbal and written)
  • Fanatical about ensuring customer success and tenacious at driving long-term customer value
  • Self-motivated, team-oriented, responsible, and focused on exceeding customer expectations
  • Passion for Adobe and our portfolio of solutions
  • Exceptional customer facing skills demonstrated from previous employment
  • Strong and proven track record of successfully managing customer relationships and technical projects
  • Comfortable with enterprise workflows, terminology, concepts, and strategies
  • Capable of facilitating change and ability to excel in high-stress situations
  • Pursuant to the Colorado Fair Pay Act, below is a summary of compensation elements for this role at the company if based in Colorado.

    Colorado Starting Salary : $147,100 - $191,000

    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.

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