Foundation, MULTIPLE, Mechanics, Reports, Databases.
Job description Our company At Adobe, were changing the world.
How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful.
We give businesses and organizations the power to truly engage their customers.
Were the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every dayand were the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most.
Were a company that understands that product innovation comes from people innovation, and thats why we invest in cultivating leaders throughout the organization.
If youre passionate about leading from where you sit, join us.
The Challenge The primary purpose of this role is to ensure that the customer fully utilizes their Adobe products and garners the maximum business value possible from this investment.
Customer Success Managers are responsible for the partnership between Adobe and customers, driving value realization and return on the clients investment.
Customer Success Managers are technology
*savvy individuals who have a passion for digital marketing, digital media and customer satisfaction.
They work directly with our clients to ensure customer success throughout the customer lifecycle by understanding customer business and technical needs and connecting the customer with the appropriate resources to achieve their goals.
The CSM will work in conjunction with an Account Executive (sales) to grow client accounts.
Successful Customer Success Manager Candidates Have a Proven Track Record Of Achievement In The Following Areas ? Client relationship management ? Knowledge of digital marketing best practices and strategies. ? Ability to assess client maturity and satisfaction ? Frequent interaction with broad level of client contacts ranging from including Analyst, Manager through to Directors, VPs, and CXO Opportunity Identification. ? Experience delivering solution and service recommendations to meet client business objectives. ? Presenting complex information in a clear way manner, both written and verbal ? Project management ? Engaging in a 1: Many Customer Relationship Model ? Client retention & renewals ? Identifying growth opportunities
*Upsell & cross sell on accounts What youll do ? Responsible for Maintaining and building on Adobes relationship with customer, working in partnership with the Adobe Account team. ? Responsible for providing guidance and advice on ways to deliver value from the installed Adobe technology set within the customers business. ? Handle product and technical matters that occur and manage within Adobe to resolution ? Manage support issues that have fallen outside the acceptable parameters or require additional focus the CSM will be ensure and manage the issue escalation via our defined support processes. ? Produce regular issue status reports and quarterly activity reports. ? Provide the Customer operating manager formal reporting on all activities undertaken for the customer and all outcomes. ? 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 ? Self
*oriented, very responsible, and focused on exceeding client expectations. ? Ability to work with clients on a remote basis i.e. phone, email and video conferencing ? Excellent work ethic and leadership skills. ? Work in EMEA shift timings ? Self
*starter who requires minimal direction ? Clear and comprehensive communication via email, phone, and presentations. ? Understanding of enterprise business models and online processes, terminology, concepts and strategies. ? Exceptional organizational, presentation, and communication skills
*both verbal and written. ? Demonstrated ability to deal with change and excel in high
*stress situations. ? Experience using Microsoft Excel for managing account information ? Bachelors / Masters degree in business management or relevant fields ? English Language proficiency for clear and comprehensive communication via email, phone, and presentations. ? Minimum 3
*4 years of demonstrated exceptional customer management from previous employment ? Minimum 1
*2 years of experience working in an Enterprise environment ? Excellent problem
*solving skills, with a demonstrated ability to identify issues, solve them quickly and well, and know when to rely on internal resources to assist. ? Exposure to a variety of data driven systems and databases such as MS Excel, Sales
*Force, etc. ? Ability to work efficiently on MS Office applications
*Excel, PowerPoint, Word. ? Ability to manage in an environment of ambiguity with diverse stakeholders.
Special Consideration Given For ? Experience in working with a