Customer Success Manager (Middle East)

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!

CUSTOMER SUCCESS MANAGER - Middle East

Duties : Within the Digital Experience Customer Success team here at Adobe our focus is on delivering exceptional experiences and accelerating value for our customers through three core pillars; Partnership Adoption and Value Realisation.

Our Customer Success Managers are expected to maximise value realisation and return on investment in complex multi-regional strategic enterprise accounts by building strong long-term partnerships with a focus on product adoption. They lead customers through digital transformation by advising strategy and collaborating with multiple internal teams and customer departments while accelerate value for customers by understanding their business goals and objectives design success plans and establish governance frameworks.

As a CSM at Adobe you are a leader in customer success to achieve results throughout the product lifecycle.

What youll do
Lead customers through digital transformation with a clear view of customer objectives and key performance indicators
Enhance value realisation and return on investment from the solutions and services they buy from Adobe
Increase solution adoption and usage with a clear plan
Build positive relationships at senior levels including C-Level within some of the biggest companies in the UK
Account strategy planning and building success plans to drive loyalty advocacy and minimize customer attrition
Track accounts performance and lead critical blocking issues with clear execution plan and drive to get closure
Build and grow relationships for Adobes strategic portfolio of multi-solution multi brand clients at the senior level becoming a trusted partner
Build a strong post-sales strategy for your portfolio of accounts to ensure our customers enhance the value on their investment in Adobes Solutions
Provide thought leadership thought leadership & domain expertise to the customer success organization our clients and Adobes European Customer Success team
Build a strong business relationship with our Sales Marketing Solution Consulting and Professional Services teams
Demonstrate seniority by leading new retention and growth initiatives that deliver value ensuring we scale delight and innovate for customer success
Become an ambassador for to the CSM organization within Adobe and a CSM evangelist across ACS (Adobe Customer Solutions) and Sales
Demonstrate experience of supporting the hiring and ramp up process of new recruits into the Customer Success Team

What youll need
Bachelors degree or equivalent experience
Minimum 5-10 years experienced in post-sales account management in Digital Marketing (analyticsoptimization/conversion and/or social). Candidates with pre-sales marketing/creative agency or consulting background will be considered
Strong experience in Digital Marketing Solutions and knowledge of the Adobes
competitive landscape
Proven effectiveness managing an account portfolio of large global Sophisticated and strategic accounts at a senior level. Building and maintaining relationships at most senior levels with assigned accounts becoming a trusted advisor
Proven experience driving customer retention initiatives achieving high retention rates and customer satisfaction (NPS)
Strong communications skills (written & verbal) & high level critical issue management
Able to anticipate and identify ill-defined problems/issues with strong presentation skills at all audience levels
Tenacious personable high confidence and results oriented
Adaptable strong self-awareness confidence to hold themselves and others to account based on expectations

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