Relationship Management Specialist 4 @ Adobe

The Adobe Learning Manager team is looking for a strong techno-functional sr Customer Success Manager to drive successful outcomes with our large US Enterprise customers.

Customer Success Managers (CSMs) provide a best-in-class experience for customers focused on establishing and maintaining an actionable path to value. CSMs engage with customers through a combination of success programs and high-touch services, delivering the right resources at the right point in the customer journey.

Our CSMs are trusted advisors, value realization storytellers, and passionate about the customers they support, creating strategic alignment between customer learning strategy & priorities and their Adobe solutions.

• Deliver an exceptional customer experience through proactive engagement, understanding customers business goals, applying the right internal resources, and using our customer success engagement model to meet customer business goals.
• Act as the main point of contact throughout the customer engagement, defining a success plan with clear outcomes and organizing communication across customer executives, business partners and operational resources.
• Drive adoption of Adobe Learning Manager, using data to provide insights and progress..
• Serve as the voice of your customers internally at Adobe, sharing process improvements and asks with the internal ecosystem.
• Act as a customer s trusted advisor and partner. Actively identify common customer challenges and suggest better solutions. Triage risk and create mitigation plans across customers, handling expectations internally.
• Manage contract renewals, find upselling and cross-selling opportunities, and collaborate with sales to drive revenue growth.

• Bachelor s / Master s degree and/or relevant work experience
• 7-10 years of customer success or solution/technology consulting experience, preferred experience in Enterprise SaaS
• Passion for partnering with customers to drive success and measurable outcomes.
• Strong leadership skills with proven ability to influence inside and outside of the organization through persuasion, negotiation, and consensus building.
• Creative problem solving and the ability to analyze data to spot customer risk.
• Highly motivated and proactive, with a passion for developing new skills and expertise - both product and technical
• Effective member of a team and ability to collaborate across multiple functions.
• Exceptional presentation, and communication skills, both verbal and written.
• Understanding of the eLearning market and Learning Management Systems will be an added advantage.