Senior Customer Success Manager, Content & Commerce
San Jose
hace 1 día

The Opportunity

We are looking for a Customer Success Manager to join our Experience Cloud team. You will work directly with our customers to build strong partnerships, drive adoption of our products / solutions, and ultimately ensure each Experience Cloud customer derives tremendous value from their investment.

What you'll do :

  • Accountable for Customer’s overall success with Adobe’s Experience Cloud solutions (focused mostly on Content), including enablement, value, adoption, renewals, customer health, and satisfaction
  • Responsible for identifying technical and business requirements and use cases to assure Adobe's solutions drive value and exceed expectations.
  • Acts as the main point of contact throughout the lifecycle, defining a success plan with clear outcomes and ensures clear communication across Customer executives, business partners and operational resources
  • Effectively networks within assigned customers in order to successfully support and execute the customer's strategy and solutions roadmap
  • Delivers an exceptional customer experience with proactive communication, applying the right internal resources, and effectively using our customer engagement model to meet customer business goals
  • Drives adoption of Adobe Experience Cloud products using data to provide insights and progress from baseline through, and up, the maturity curve
  • Champions innovation and finds new ways for Experience Cloud customers to use Adobe solutions to grow their business
  • Identifies Customer risk and works with internal Adobe ecosystem and resources to build and execute get well plans
  • Be the voice of the customer internally at Adobe sharing process improvements and delivering asks back into the internal ecosystem
  • Contributes to ongoing initiatives that continuously improve our approach to efficiently and effectively deliver success to our customers
  • What you'll need to succeed :

  • Bachelor’s Degree or equivalent experience
  • 5 + years relevant work experience in customer success and / or the technology industry
  • Experience working with the Content solutions (AEM), either directly or in an oversight / support function
  • Strong communication and relationship management skills, with the ability to effectively navigate organizations and champion joint partnership
  • Strong Consulting skills from working as a trusted advisor to drive business value for clients and partners
  • Self-motivated, collaborative, responsible, and passionate about exceeding client expectations
  • Ability to prioritize, multi-task, and perform effectively in ambiguous environments
  • Exceptional organizational, presentation, and people skills
  • Flexibility to travel, when available (up to 25%)
  • Existing knowledge of software in digital marketing and / or digital media space
  • Skilled at Program Management within large organizations, helping to inspire change across groups by engaging key partners
  • Highly effective at leading and facilitating executive meetings and workshops
  • Experience with account planning & customer success plans
  • Comfortable leading executive C-level discussions
  • Knowledge of and experience with digital marketing strategy
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