Sr. Manager - Entr. Customer Success
- Adobe
- 3 - 7 years
- Bengaluru
- 10 months ago
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Job Description
- Define and optimize the customer lifecycle, map the customer journey, develop listening points in the journey and create standardized interventions for each point in journey.
- Increase lifetime value of the Customer through greater advocacy and reference-ability, serving as a customer advocate in the evolution of Adobe s platform functionality integral to the customers success. Be the voice of the customer internally
- Collaborative leadership style with ability to influence peers and leaders from different groups in the company including Sales, Marketing, Product and Engineering
- Create repeatable and scalable processes to enable high paced growth
- Manage your team to develop delivery plans that maximize the customer experience and achieve higher product adoption, customer satisfaction and overall health scores.
- Assist the team with key escalations.
- Measure and report effectiveness of Customer Success Managers, defining operational metrics for team.
- Attract, hire and retain a group of high potential individual contributors into the team. Create rapid onboarding process for new team members, foster collaboration within team and across customer lifecycle
- Become the Subject Matter Expert in the Learning domain/go-to person for the team on day-to-day operational challenges
- Work closely with Sales to identify new opportunities and facilitate transitions following initial or follow-on deployments.
What you ll need
- Customer Success professional with overall 15+ years of experience working in Customer facing roles
- Has 5+ years experience leading teams in customer success function. Demonstrated success in building, mentoring, and growing high performance teams
- Has defined and helped optimize customer journeys for enterprise SaaS products. Strong understanding of SaaS and multi-tenancy fundamentals
- Has owned existing customer commercial relationships, with incentive compensation tied to net revenue retention or a similar metric
- Has identified and implemented a series of customer success metrics to align team behaviors with customer results
- Has owned implementation strategy and execution where the average time to implement a new customer is 90 or more days
- Excellent executive communication, negotiation and presentation skills
- Ability to manage crisis and stay calm under pressure while helping the team to navigate crisis with ease
- Proven track record of scaling operations by introducing scalable processes, optimizations and automation
- Program and project management experience
- People management and interpersonal skills
- Ability to think outside the box and come up with creative ideas
- LMS knowledge preferable. Experience working in Learning domain (Workday, CSOD, Success Factors) preferable
- As customer outreach is global, flexible to work in different time zones as needed
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: AdobeLocation(s): Bengaluru+ View Contact
Keyskills: Automation Interpersonal skills LMS Sales Project management SAAS Subject Matter Expert Management Adobe Operations
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