Customer Success Account Manager

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 Opportunity

Customer Success Manager’s engagement kicks in SMB Accounts post-sales of Adobe’s cloud-based solutions. The incumbent is responsible for helping the customer accept the solution with ease, optimizing their product experience, and guiding him/her to internal support teams if need be. CSM is encouraged to identify & close any upsell opportunities within an account he or she is engaged with throughout the year.

What You’ll Do

Develop an understanding of Adobe Creative Cloud for Teams, Adobe Sign, Enterprise Programs, Conditions of Service, Commercial Terms, and Adobe's standards for pricing.

Research customer contracts and purchasing history in Adobe's various customer management systems & external sources as such as LinkedIn to identify expansion opportunities in an account.

Proactively maintaining the highest level of technical expertise by knowing the latest Adobe Sign & creative technologies/solutions through available learning opportunities as well as self-study.

Educating customers on Adobe Sign by developing customer-specific use cases and conducting demos.

Building relationships with c-suite and decision-makers early on to drive deeper engagements.

Ability to conduct deeper prospecting on the assigned accounts.

Uncover & develop opportunities for upselling and cross-selling through various campaigns.

Ability to identify big value Accounts and drive a higher Average Revenue per Transaction and drive large deals with active engagement and provide accurate sales forecasts.

Delivering on weekly/daily/monthly sales commits, driving maximum ARR & up-selling from the install base.

Handling the opportunity pipeline from week to week, providing accurate and timely updates to management on progress and outlook.

Build value-based relationships with assigned BOB accounts and take complete ownership of customer interactions.

What You Need To Succeed

• Bachelor's Degree required, or equivalent experience
• 3+ years’ experience operating in a similar capacity, directly handling a portfolio of services contract renewals via direct and indirect channels
• Strong communication skills (both oral and written).
• Strong organization, follow-through, and documentation skills suitable for client communication.
• Ability to work independently, learn quickly, and be proactive.

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 Adobe.com 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 [email protected] or call (408) 536-3015.

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.