Director, Customer Success
Adobe
San Jose
hace 5 días

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!

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 Director of Customer Success will be responsible for the Americas Digital Media for Enterprise business, including Adobe’s flagship Creative Cloud and Document Cloud solutions.

The Director of Customer Success will be responsible for the whole post-sales customer experience, including driving solution usage, adoption, and value realization.

Reporting to the Senior Director of Customer Success, the Director of Customer Success will be accountable for developing a comprehensive strategic customer success business plan based on a substantial understanding of modern creative workflows and operational field dynamics.

The Director of Customer Success will lead their team to deeply understand Adobe’s customers’ business goals to help them make the most out of their Adobe solution investments supported by superior execution across customer success specialty roles.

This role includes leading regular and extensive C-Level executive presentations.

What you’ll do

  • Management responsibility for a team of passionate Customer Success professionals to achieve aggressive usage, adoption, and value realization targets while continually evolving Adobe’s customer success methodology and deliverables.
  • Responsible for building and delivering C-Level executive presentations, including RTBs, QBRs, and regular deep-dive sessions.
  • Hire and nurture talent across specialty roles, including the creative production workflow, video production, 3D and immersive design, and user experience design.
  • Responsible for developing engagement models and methodologies that ensure customer adoption and value realization of Adobe solutions.
  • Develop thoughtful and strategic customer success offerings and repeatable deliverable templates which engage customers at crucial points in the customer lifecycle.

  • Lead bringing new products to market by developing and executing an end-to-end post-sale customer success plan, including defining customer success motions, deliverables, KPI development and tracking, enablement, and a rigorous inspection cadence.
  • Develop and action productivity and performance reporting of customer success management, individuals, and account opportunity.
  • Oversee customer success team productivity and track and report critical customer success KPIs.
  • Conduct historical reviews of account performance, account segmentation, and prioritization, and oversee win / loss analysis and other predictive analytics.
  • Drive customer success annual planning, including determining account segmentation, usage and adoption targets, organizational design, account coverage, capacity model, and compensation plans.
  • Effectively partner and across sales, product, and consulting teams.
  • What you need to succeed

  • Proven experience managing best-in-class, customer-facing teams at a top management consulting firm, SaaS organization, or financial services institution supporting aggressive revenue growth.
  • Capable of managing a centralized customer success team responsible for supporting $1B+ of revenues.

  • Strong C-Level executive presence and communication skills, with the ability to engage and inspire senior executives, including communicating your vision.
  • Outstanding problem solving and analytical skills, including a talent for conducting research, analyzing data, developing hypotheses, and synthesizing recommendations.
  • Candidates must have a proven track record of success in providing strategic guidance and operational oversight in customer-facing teams.
  • Proven ability to successfully bring new products to market and drive change management initiatives across a large Field organization.
  • Proven ability to develop tactical initiatives that improve team productivity and performance. Background of introducing innovative performance metrics, improvement programs, and compensation enhancements.
  • Ability to utilize combined industry benchmarking information with a robust analytical capability to identify market trends and test alternative strategy approaches that yield superior performance.
  • Experience researching, developing and deploying software tools, technologies, and automation solutions / strategies in a Field organization.
  • High degree of intellectual curiosity and ability to absorb new concepts quickly.
  • Highly entrepreneurial and able to operate independently with minimum supervision.
  • Heavily results-oriented; strong track record in meeting and exceeding revenue targets.
  • Experience in subscription revenue environment.
  • Adobe’s Worldwide Field Operations

    Adobe’s Worldwide Field Operations provides customers with the products, services, solutions, and support they need to make, manage, measure and / or monetize their digital assets.

    Worldwide Field Operations includes Worldwide Sales, Reseller Partnerships, Partner Sales, Adobe Global Services, Sales Operations and the Adobe Worldwide eCommerce organizations.

    Take a peek into Adobe life in this .

    When you join Adobe, you can look forward to collaborating with the most genuine people in the industry, working on projects with real purpose, and having immense pride in the products we create and the customers we support.

    You will also be surrounded by colleagues who are committed to helping each other grow through our unique approach where ongoing feedback flows freely.

    Adobe is an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, veteran status, cultural background or religious beliefs.

    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.

    Learn more about our vision .

    Come create experiences that matter at a company that is and hear what our employees are saying about their career experiences on the .

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