Customer Success, Practice Program Manager
San Jose
hace 1 día

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 Adobe Customer Success team drives adoption, value, and partnership with enterprise customers for the Adobe Experience Cloud.

The CSM Practice team drives standard approaches across this charter to accelerate value for our customers. The CSM Practice Program Manager will report to the Global CSM Practice Lead and will help develop and activate Customer Success programs.

This person will be data-driven, a savvy communicator, strong collaborator, and effectively influence while understanding how to inspire change.

Qualified candidates should to simultaneously develop, lead, implement, and coordinate a number of ongoing projects. They must also understand how to translate critical metrics into succinct executive-facing communications.

The ideal candidate will have strong experience engaging with both employees and executives, be proactive and strategic in approach, and function in a fast-paced environment.

Special consideration given to candidates with a strong communications experience.

Key Responsibilities :

Customer Success Best Practices :

  • Work with Customer Success Managers (CSM) and CSM leaders to unsurface and share those approaches in driving adoption and value for our customers.
  • Likewise, help build and launch programs to drive those methodologies back into the organization.

  • Build and own the internal communications calendar and messaging plan.
  • Help develop internal and customer-facing communications including weekly internal executive facing communications and quarterly / yearly performance / program summaries.
  • Work with global Practice Leads to build and launch a plan to bring an internal and external voice for the CS program. Bring innovative ideas to drive Customer Success branding throughout Adobe and to our customers.
  • Lead and coordinate calendar of regular all-hands meetings and other employee-facing events and initiatives.
  • Partner with Practice Leads on driving CSM role excellence and enablement.
  • Program Management :

  • Develop and executive on project plans from the ground up. This may include leading cross-functional extended teams and / or CSM leadership teams to implement programs or initiatives as well as driving accountability and results.
  • This means personally driving and implementing initiatives by defining requirements, objectives and results, kicking off programs, establishing high-level timelines and driving meetings through cross-functional teams.

    In other cases, this means being the functional champion for initiatives being driven at a global level, acting as the liaison into critical resources within the leadership team to ensure the successful rollout of programs to the Customer Success organization.

  • Own project management and documentation for overall CSM Program and all initiatives.
  • Use standard change methodologies for all workstreams.
  • Develop decks summarizing initiatives for weekly management meetings and own post meeting communications.
  • Establish positive relationship with Customer Success leaders and CSM team to successfully help drive execution of key programs and solicit feedback along the way.
  • Establish close working relationship with other global program managers to represent the Americas Customer Success voice in key global initiatives.
  • Qualifications :

  • Bachelor’s degree
  • Strong writing and editing skills and oral communications skills
  • Ability to translate complex projects into succinct communications for the CSM organization and leadership team
  • Ability to work with varying levels of management and be able to influence / persuade at the Manager, Director, Sr. Director, Vice President level while sometimes handling ambiguity
  • Strong organization presentation skills
  • Self-motivated, team-oriented, responsible, and passionate about exceeding expectations
  • Ability to prioritize, multi-task, and perform effectively under pressure while adapting to change
  • Strong experience with MS Office tools, proficiency with Excel
  • Shown success with bringing new insights and tools to the table and launching those ideas
  • Existing knowledge in digital marketing and customer success space a plus
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