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Vacancy : Customer Success Manager
Company Location : San Francisco, CA
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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!
POSITION SUMMARY: Customer Success Manager
Customer Success Managers (CSM) lead the post-sales experience at Adobe, driving active use and value realization on the technology investments of our customers. CSMs are responsible for ensuring the overall success for a portfolio of accounts and are adept at building a consultative relationship with the key leaders within that portfolio. Successful CSMs are technology-savvy individuals who have experience with Adobe solutions such as Adobe Creative Cloud and Adobe Document Cloud with a clear understanding of the value of those solutions in building interpersonal relationships and guiding customer workflows. It is important that CSMs eagerly understand the business climate, strategic goals, and internal workflows of the enterprise customers we serve.
The CSM position includes all of the following aspects:
Customer relationship management
Product adoption and usage
Cultivation of future projects
Qualification of new opportunities
Frequent interaction with customers, from executives to end users
Forming relationships with customers while building upon existing relationships, leading conversations that unlock value and uncover the customer’s individual and business goals
Viewing customer metrics to gain a deeper understanding of account health; drawing conclusions while identifying trends and potential risks, while driving value conversations with customers
Participating in cross-functional (sales and AE) account planning, providing ideas on driving around driving growth on accounts
Drawing insight and themes from customer feedback, raising awareness to product teams and others in their ecosystem on feedback that may need action
Providing support to team members in their key projects and initiatives, influencing others without authority
Actively driving conversations about key customer objectives, while taking an active role in resolving problems for customers; Using critical thinking skills and experience to drive actions and plans required for resolution
Proactively communicating with customers on ongoing issues, exploring appropriate sources of information throughout the ecosystem for answers to questions, demonstrating persistence and resourcefulness in gathering data to resolve customer issues
Articulating how other customers in the industry are using our solutions, while sharing recognized methodologies around our software and services with the customer; Applying intermediate-level solution and industry knowledge to uplevel partnerships and drive customer use cases
Communicating clearly, with brevity and polish to both to the customer and internal teams
Willing to own customer success and be proactive in driving long-term customer value
Ability to travel – under normal conditions, monthly customer travel is typical
Self-motivated, collaborative, very responsible, and passionate about exceeding customer expectations
Passion for Adobe and our entire portfolio of solutions
Exceptional customer skills demonstrated from previous employment with experience successfully nurturing customer relationships and leading technical projects
Excellent communication skills via email, online/live meeting, presentation, and recorded video
4-year college degree or equivalent
3-5 years relevant work history in enterprise environment
Experience with Adobe’s Digital Media Solutions (Creative Cloud & Document Cloud)
Knowledge of one or more key digital media workflows: graphic design, photography, illustration; UI/UX; video production; content and asset management; 3D, AR/VR; WIP creative collaboration
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