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Senior Customer Success Manager, Digital Media - McLean, United States - Adobe
Description
Our CompanyChanging 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.
The Opportunity:
Adobe is a company that understands that product innovation comes from people innovation, and that's why we invest in cultivating leaders throughout the organization.
In this role, you will work with our customers to build strong partnerships, drive adoption of our products/solutions, and ultimately ensure they realize value from their investment.
In addition, you can expect to work closely with a cross-functional Adobe ecosystem including Account Executives, Marketing, Consulting and Product specialists to develop new value propositions, build awareness and reveal new growth opportunities.
Our team is fueled with a real passion for innovation, growth, and a relentless dedication to making our customers successful.
We hire dynamic, passionate, and creative individuals who thrive in fast paced environments.What You'll Do:
Be accountable for Customer's overall success with Adobe, including renewal readiness, adoption of Adobe solutions, customer health, and satisfaction.
Act as the main point of contact throughout the Customer post-sales lifecycle, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.
Network with senior level account stakeholders to achieve successful execution of the customer's strategy and roadmap.Deliver an exceptional customer experience through proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to track and meet customer business goals.
Drive adoption of Adobe Digital Media products – using data to provide insights and progress from baseline through the maturity curve.
Inspire innovation and thought leadership by sharing resources and new ways your customers can use Adobe solutions to accelerate and advance their creative process.
Identify Customer risk, and work with Adobe ecosystem team to create and execute on risk mitigation and "get well" plans.
Serve as the voice of the customer internally at Adobe – sharing strategic use-cases, process improvements and asks back into the internal ecosystem.
Lead ongoing initiatives that help continuously improve our approach and effectively secure our customer's success.What you need to succeed:
Bachelor's Degree and/or relevant work experience
Active TS/SCI clearance is required
10+ years of related experience in technology success or services (Customer Success, Consulting, Business Development, client-side experience, etc.)
Passion for driving customer success and measurable outcomes
Proven effectiveness managing a portfolio of large, complex, and strategic enterprise customer accounts at a senior level
Exceptional organizational, presentation, and communication skills, both verbal and written
Ability to prioritize, multi-task, and perform effectively under pressure
Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster joint partnerships
Existing knowledge of software in digital marketing and/or digital media space
Expert at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
Validated experience with account planning & customer success plans
Effective at leading executive C-level discussions, presentations, meetings, and workshops
Flexibility to travel (approx. 20%)
Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this positionis $126,800 $234,100 annually. Paywithin this range varies by work locationand may also depend on job-related knowledge, skills,and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.
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.Adobe is proud to be an Equal Employment Opportunity and affirmative action employer.
We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law.
Learn more.Adobe aims to make accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email or call
Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other's employees.
