Customer Success Account Manager

Our Company

Changing the world through digital experiences is what Adobes all about. We give everyonefrom emerging artists to global brandseverything they need to design and deliver exceptional digital experiences! Were passionate about empowering people to create beautiful and powerful images videos and apps and transform how companies interact with customers across every screen.

Were 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!

We are looking for a Customer Success Account Manager to join our team.
AEM Guides is a new age CMS for technical documents. AEM Guides is used by Fortune-500 companies which publish millions of documents daily using this product. It is a unique opportunity to work in a startup like environment within a large organization where all product functions collaborate closely. Given the
enterprise business domain and the startup nature of the team we are growing fast and scaling the product scope and customer base at a very rapid pace
We are looking for CSAM who will work with our enterprise customers to help them derive the best outcome from the this role you will partner with the accounts and own the customer success

In this role
In this role you will be responsible to:

• Manage client relationships especially working remotely to assess client maturity and satisfaction
• Interact with a broad level of client contacts from Technical Writers to CLOs and Directors
• Present complex information in a clear manner both written and verbal
• Manage multiple customers (and engagements) concurrently
• Identify growth opportunities identifying opportunities to both upsell & cross sell on your accounts

What youll Do
In this role you will be responsible to:

• Maintain and build on Adobes relationship with our customers by providing guidance and advice on ways to deliver value from the product while managing multiple accounts concurrently
• Serve as a customer-facing advocate internally within the Adobe team working to develop the product with insights from our customers
• Manage delivery plans based on internal KPIs; achieve higher product adoption customer satisfaction and overall health scores
• Manage product and technical queries from the customer that occur on your accounts
• Manage support issues and escalations for your accounts
• Produce regular status and quarterly activity reports to Adobe leadership
• Increase the lifetime value of the Customer through greater advocacy and reference-ability

What you need to succeed
To be successful in this role you will possess:

• Passion about client satisfaction
• Willingness to work in late evening to cater to customers in North America.
• Manage multiple customers (and engagements) concurrently
• Exceptional organizational presentations & communication skills both verbal & written.
• Connecting with multiple customers/accounts in a day/week.
• Present complex information in a clear manner both written and verbal
• Natural fl air for conversations & enjoy talking to customers about Adobe solutions.
• Exposure to working on Adobe Experience Manager (AEM) will have an advantage to this role.
• A minimum of 7-8 years of demonstrated exceptional customer management
• A strong empathy for customers AND passion for revenue and growth
• Strong leadership skills with proven track record to influence inside and outside of the organization
• Ability to manage/ influence through persuasion negotiation and consensus building
• Analytical and process-oriented mindset supported by excellent communication and presentation skills

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