Relationship Management Specialist 4

3 weeks ago

Noida, Uttar Pradesh, India Adobe Full time

JOB LEVEL

P40

EMPLOYEE ROLE

Individual Contributor

Customer Success Account Manager – AEM Guides
The Opportunity
We are looking for a Customer Success Account Manager to join our team.

AEM Guides is a new age CMS for technical documents. AEM Guides is used by Fortune-500 companies which publish millions of documents daily using this product. It is a unique opportunity to work in a startup like environment within a large organization where all prod‐uct functions collaborate closely. Given the enterprise business domain and the startup na‐ture of the team, we are growing fast and scaling the product scope and customer base at a very rapid pace
We are looking for CSAM who will work with our enterprise customers to help them derive the best outcome from the product. In this role, you will partner with the accounts and own the customer success
.
In this role, you will:

  • In this role, you will be responsible to:
  • Manage client relationships – especially working remotely to assess client maturity and satisfaction
  • Interact with a broad level of client contacts – from Technical Writers to CLOs and Directors
  • Present complex information in a clear manner, both written and verbal
  • Manage multiple customers (and engagements) concurrently
  • Identify growth opportunities – identifying opportunities to both upsell & cross sell on your accounts


What you'll Do
In this role, you will be responsible to:

  • Maintain and build on Adobe's relationship with our customers by providing guidance, and advice, on ways to deliver value from the product – while managing multiple accounts concurrently
  • Serve as a customer-facing advocate internally within the Adobe team – working to develop the product with insights from our customers
  • Manage delivery plans based on internal KPIs; achieve higher product adoption, customer satisfaction and overall health scores
  • Manage product and technical queries from the customer that occur on your accounts
  • Manage support issues and escalations for your accounts
  • Produce regular status, and quarterly activity reports to Adobe leadership
  • Increase the lifetime value of the Customer through greater advocacy and reference-ability

What you need to succeed
To be successful in this role you will possess:

  • Passion about client satisfaction
  • Willingness to work in late evening to cater to customers in North America.
  • Manage multiple customers (and engagements) concurrently
  • Exceptional organizational, presentations & communication skills – both verbal & written.
  • Connecting with multiple customers/accounts in a day/week.
  • Present complex information in a clear manner, both written and verbal
  • Natural fl air for conversations & enjoy talking to customers about Adobe solutions.
  • Exposure to working on Adobe Experience Manager (AEM) will have an advantage to this role.
  • A minimum of 7-8 years of demonstrated exceptional customer management
  • A strong empathy for customers AND passion for revenue and growth
  • Strong leadership skills with proven ability to influence inside and outside of the organization
  • An ability to manage/ influence through persuasion, negotiation, and consensus building
  • An analytical and process-oriented mindset supported by excellent communication and presentation skills

Internal Opportunities

Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We're glad that you're pursuing a new opportunity at Adobe

Put your best foot forward:

1. Update your Resume/CV and Workday profile – don't forget to include your uniquely 'Adobe' experiences and volunteer work.

2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you're interested in.

3. Check out these tips to help you prep for interviews.

4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll.

Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.

At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you're looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.

If you have a disability or special need that requires accommodation to navigate our internal careers site or to complete the application process, please contact

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