Head of Japan ICX (Integrated CX) Sales and Support

What is ICX: Adobe is transforming its approach to customer engagement by merging its Customer Service and Sales functions into a single unit called Integrated Customer eXperiences (ICX) aiming to deliver proactive personalized and effortless experiences for customers through AI-driven insights and seamless digital interactions that enhance productivity reduce support tickets and ultimately drive better outcomes and increased revenue. ICX Sales is inside sales organization to target B2B SMB customers through omnichannel solutions.

Position Summary:

The Head of Japan ICX Sales will serve as a strategic leader for Adobes Digital Media business overseeing a dynamic team responsible for managing inbound outbound and customer success account management (CSAM) efforts. This role will focus on mobilizing team and vendor resources effectively to exceed gross and net new Annual Recurring Revenue (ARR) goals ensuring global alignment with central operations. The successful candidate will excel in collaboration with key senior stakeholders in Japan embodying Adobes values while driving performance innovation and operational excellence across the sales organization.

Key Responsibilities:

• Strategic Leadership: Provide vision and direction for the sales team leveraging emotional intelligence to foster an inclusive culture of trust and collaboration within the department.

• Customer Success Management Expertise: Develop and implement robust customer success management practices driving upselling and cross-selling initiatives to maximize the lifetime value of existing accounts.

• High Performance Culture: Cultivate an environment of high performance by challenging and supporting the sales team to embody Adobes core values and leading by example.

• Sales Strategy Integration: Formulate and execute comprehensive sales strategies and pitches tailored to the Japanese market to achieve sales targets and reduce customer churn.

• ARR and Metric Focus: Utilize ARR and Customer Transaction Average (CTA) as critical measures promoting a culture of optimization and value maximization from every customer interaction.

• Sales Team Development: Establish frameworks for coaching and skill development enabling the sales team to adeptly identify customer needs and effectively communicate relevant product benefits.

• Cross-Functional Engagement: Collaborate with local Marketing Sales Operations Business Units and Corporate Retention teams to enhance sales and retention initiatives leveraging data insights for continuous improvement.

• Stakeholder Alignment: Actively engage with key senior stakeholders in Japan to ensure alignment on business outcomes addressing any operational roadblocks and fostering effective communication channels.

• Feedback Mechanism Creation: Develop processes for soliciting feedback from Adobe stakeholders to refine execution and improve the effectiveness of sales campaigns.

• Performance Metrics and Dashboards: Design and implement key performance metrics and dashboards to ensure the sales team remains focused on essential performance drivers.

• Sales Pipeline Oversight: Manage the sales pipeline with regular forecasting practices to achieve aggressive sales targets and maintain momentum.

• Collaborative Reporting: Prepare comprehensive sales performance reports in partnership with the Sales Operations team analyzing and summarizing emerging trends and data.

• Lead Qualification Enhancement: Continuously refine lead qualification processes to ensure a high-quality pipeline in line with established criteria and standards.

• Action-Oriented Strategy: Implement proactive action-driven plans to address any shortfalls in sales targets or Service Level Agreements (SLAs).

• Policy and Structure Optimization: Regularly review and enhance business policies metrics and operational structures to support sustainable sales growth.

• Activity Monitoring: Provide weekly insights on sales volume conversion rates and product-specific metrics ensuring team focus on high-value activities.

• Data-Driven Insights: Translate data into actionable insights effectively addressing complex business challenges and developing targeted solutions.

Qualifications:

• Proven track record in senior sales leadership roles ideally within the technology or digital media sectors (7-10 Years of Professional Experience in Inside Sales ideally SaaS/IT Software industry)

• Deep understanding of customer success management and contemporary sales methodologies.

• Exceptional coaching mentoring and motivational skills.

• Proficient in data analysis and interpretation to drive strategic business decisions.

• Excellent communication skills in English enabling effective interaction with global teams.

• Experience working cross-functionally to strengthen sales initiatives and outcomes.