Customer Success Manager - Digital Media

Adobe

India
Remote
Responsibilities
Experience
Company Type
Workhours

Our company

At Adobe, we create digital experiences that change the world. How? We help people bring ideas to life by creating content that makes life more fun and work more impactful. We give businesses and organizations the power to truly engage their customers.

We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day—and we’re the ones who harness the massive power of big data to help companies find and reach the people who crave that content.

We do it with energy, passion, and curiosity, and we’re backed by our rich heritage and culture of innovation. We’re looking for exceptional talent to join us.

The challenge

The role is to assist in managing current customers to ensure their satisfaction and renewal; to assist in identifying, capturing and driving value and to assist sales in generating revenue opportunities.

The primary KPIs for Adobe CSM are ‘Customer Satisfaction’, ‘Revenue Retention’ and ‘Account Growth’.

What you’ll do

  • As an Adobe Digital Media CSM, you will own the relationship between Adobe and a portfolio of Digital Media clients, whose solutions may include any or all of Creative Cloud Products.
  • Responsible for maintaining and building on Adobe’s relationship with customer, working in partnership with the Adobe Account Team.
  • Responsible to ensure that the customer fully utilize its Adobe products and garner the maximum business value possible from this investment.
  • Manage support issues that have fallen outside the acceptable parameters or require additional focus, the CSM will ensure and manage issue escalation & resolution via our defined support processes.
  • Produce regular issue status reports and quarterly activity reports for the Leadership Team.
  • Adobe CSM's have a passion for digital media and client satisfaction, they act as the relationship lead for BAU and new initiatives once a client is won.
  • They work directly with our Tier-1 customers to understand business, technical, reporting requirements and coordinate with multiple different Adobe internal teams to ensure customer success.
  • Ensuring that the customer is aware of new technology functionality associated with acquisitions or new product releases.
  • Ensure that the customer is able to participate in Adobe events should they desire.

 What you need to succeed

  • 8-12 years of either client side or enterprise level exposure to Digital Media (Creative Suite, Creative Cloud, Document Cloud); Print/Post Production, Onboarding/Deployment and a focused interest to drive adoption.
  • Bachelor’s degree or higher in Business, Marketing, Business Administration, Communications, IT/Technology.
  • Strong written and verbal communication skills.
  • Demonstrated exceptional customer and relationship management skills.
  • Prior account management, project management, consulting and/or customer support experience with a software company/vendor.

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. We’re passionate about cultivating great leaders throughout the organization and we understand that product innovation comes from people innovation.

If you’re looking to build your career, Adobe’s the place for you. Discover what our employees are saying about their career experiences through the Adobe Life magazine.

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.

If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, sexual orientation, gender identity, disability or veteran status.

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Confirmed 18 hours ago. Posted 30+ days ago.

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