Enterprise Success Manager - US Shift @ Adobe

Job Description

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!
Shift Timings - US Shift (5:30 pm -2:30 am)
Adobe's Publishing business (PPBU) unit is looking for Enterprise Success Managers to drive retention, renewal & expansion with existing strategic enterprise customers. The incumbent will be responsible for helping the customer adopt the solution with ease, optimizing their product experience and guiding him to internal support teams if need be. The role will also be expected to identify & close any upsell/cross sell opportunities within an account they are engaged with throughout the year. At the end of the term, the ESM is expected to prepare for the renewal, guide the customer with any changes to the contract (If reqd) and close the renewal in time. An ideal candidate should have a passion for customer success as a function. ESM's are an integral part of the Account Team, who works together to drive value and retain the customer base. Sales professionals with a flair for working with large enterprise customers & managing relationships with decision-makers are welcome to apply for this role. Our most successful sales executives take a consultative approach and are looked upon by our customers as trusted advisors. This, combined with the support received from our Solutions consulting, Marketing, and Product team, make this an ideal opportunity for professionals in the Enterprise Sales community to build on their existing track record with an incredible success story.
What you'll do

• Provide client relationship management for all assigned accounts within the fiscal year.
• Ensure that every client contract is renewed
• Work closely with Account Team to meet mutual objectives and improve customer experience
• Communicate consistently with clients throughout the contract lifecycle, escalating important issues and driving to resolution
• Maintain client contact and provide status updates for all outstanding projects and issues
• Manage client expectations, keeping clients satisfied and expectations realistic
• Fully understand client requests, documenting and engaging appropriate resources
• Drive value in customer's investment in Adobe:
• Assist clients to expand their usage and adoption of Adobe's eLearning, ColdFusion of Technical communication solutions.
• Be a trusted advisor to enable clients to apply our tools to achieve their business objectives x Drive value in Adobe solutions through usage and adoption
• Schedule periodic meetings with key stakeholders within an account to do an account health check.
• Provide resources to answer clients questions, identifying needs for account customization and further implementation where applicable

What you need to succeed

• The candidates should have exceptional organizational, presentation & communication skills - both verbal & written.
• Must have a minimum of 7+ years of RELEVANT experience preferably in Customer Success/ Sales/Inside Sales/Solution Selling/Account management/Business development in a closing/quota bearing role
• An ideal candidate should be PASSIONATE about Client satisfaction & should be a natural problem solver
• Candidates with exposure to working on Adobe eLearning or technical communication solutions like Captivate, FrameMaker, Robohelp will have an advantage to this role.
• Should have a natural flair for conversations & enjoy talking to customers about Adobe solutions. Making outbound calls is an integral part of this role, so the person should love the idea of connecting with multiple customers/accounts in a day/week.
• Should be willing work in evening shifts, as the target geo will be North America.
• Capable of analyzing large amounts of internal and external data and making decisions with speed and accuracy.
• MBA's preferred, however, graduates with relevant work experience (5+) can also apply
• Demonstrated ability to deal with change and excel in high-stress situations

Employement Category:

Employement Type: Full time
Industry: IT
Functional Area: IT
Role Category: Customer Service Executive (Voice)
Role/Responsibilies: Enterprise Success Manager - US Shift

Contact Details:

Company: Adobe
Location(s): Noida, Gurugram

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