Named Customer Success Manager

Position

Senior Customer Success Manager (Ultimate Success) Customer Experience Orchestration

Business Unit: Adobe Customer Solutions

Location: NCR India

Our Company

Recognized as a leading software company whose products reach billions globally Adobe enables everyone everywhere to imagine develop and bring any digital experience to life. From creators and students to small businesses global enterprises and nonprofit organizations customers rely on Adobe products. They use these tools to generate ideas collaborate improve efficiency grow their businesses and develop outstanding experiences.

Our global workforce of over 30000 is crafting the future and setting the standard as we drive the next decade of growth. We are dedicated to recruiting top talent and encouraging a company culture in which every employee is motivated to make a difference. At Adobe we recognize that valuable ideas can originate from any part of the organization. The next big idea could be yours.

The Opportunity

• Join Adobes Ultimate Success team as a Senior Customer Experience Manager where youll empower clients to bring to bear our groundbreaking technologies. This position is outstanding in its ability to cultivate positive relationships that drive customer satisfaction retention and growth. Youll be at the forefront of digital innovation helping clients achieve their ambitions and implement flawless experiences.

Expectations from the role

• Own and manage a portfolio of existing Customer Experience Orchestration clients using solutions such as Adobe Analytics Adobe Target Adobe Experience Manager Adobe Campaign and Real-Time Customer Data Platform (CDP).
• Drive key performance indicators: Product Adoption Customer Confirmed Value Customer happiness Revenue Retention and Account Growth.
• Ensure clients fully adopt and realize the value of Adobes digital experience solutions on a continuous basis.
• Act as the primary owner to drive value for ongoing and new initiatives after client acquisition.
• Increase lifetime value of the Customer through greater advocacy and reference-ability serving as a customer advocate.
• Collaborate with peers and leaders from diverse groups within the company such as Sales Marketing Product and Engineering.
• Produce regular account updates and quarterly business review reports for customer and internal leadership.
• Keep clients informed about new product releases and relevant features.
• Facilitate client participation in Adobe-sponsored events.

What one needs to succeed

• Customer Success professional with overall 15 years of experience in Customer-facing roles or as a Martech professional with industry consulting or agency experience.
• Hands-on exposure to Marketing Technologies (MarTech) such as Digital analytics personalization unified customer profiles SEO SEM email/channel marketing website production digital strategy and the Adobe customer insights platform.
• Bachelors degree or higher in Business Marketing Communications IT or related field. Advanced degree or equivalent experience in Business Administration (MBA) preferred.
• Proven track record of scaling operations by introducing scalable processes optimizations and automation.
• Excellent executive communication negotiation and presentation skills.
• Strong customer relationship management skills and passion for technology digital innovation and customer success.
• Growth mindset and positive attitude to deal with change
• Details on portfolio of technologies is provided below
• Data and Insights - Digital analytics (Adobe Analytics or Google Analytics) personalization CDP (Read here - Journey/Marketing automation - search engine optimization paid search campaigns and email or channel-based marketing (Read here - Management - Website production and digital strategy (Read here - Supply chain (Read here : Experience Platform and Gen AI (Read here - at Scale (Read here : Commerce (Read here - at Adobe

  At Adobe we are committed to encouraging a company culture where every employee is encouraged to contribute meaningfully. Discover more about life at Adobe. Learn about our principles culture dedication to people purpose and community. Explore Adobe For All our benefits the stories we share the customers we support and how you can help transform the world through personalized digital experiences.

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  About Adobe

  Adobe empowers everyone to create through innovative platforms and tools that unleash creativity productivity and personalized customer experiences. Adobes industry-leading offerings including Adobe Acrobat Studio Adobe Express Adobe Firefly Creative Cloud Adobe Experience Platform Adobe Experience Manager and GenStudio enable people and businesses to turn ideas into impact powered by AI and driven by human ingenuity.

  Our 30000 employees worldwide are creating the future and raising the bar as we drive the next decade of growth. Were on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.

  
  Lets Adobe together

  At Adobe we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life including our values and culture focus on people purpose and community Adobe for All comprehensive benefits programs the stories we tell the customers we serve and how you can help us advance our mission of empowering everyone to create.

  Adobe is proud to be an Equal Employment Opportunity 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 protected characteristic. Learn more.

  Adobe aims to make our Careers website and recruiting process 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 or call 1 .

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  At Adobe we empower employees to innovate with AI and we look for candidates eager to do the same. As part of the hiring experience we provide clear guidance on where AI is encouraged during the process and where its restricted during live interviews. See how we think about AI in the hiring experience.