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Principal CSM

3 months ago

Bengaluru, Karnataka, India Adobe Full time

JOB LEVEL

P50

EMPLOYEE ROLE

Individual Contributor

Job Title: Principal CSM - Adobe Learning Manager
Location: Bangalore
Shift timing's: EST

Our Company:
At Adobe, we're changing the world. How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to engage their customers truly. We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day—and we're the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most.
We're a company that understands that product innovation comes from people innovation, and that's why we invest in cultivating leaders throughout the organization. If you're passionate about leading from where you sit, join us and structures to make performance sustainable. Your mission is to deliver an exceptional customer experience by promoting shared goals and driving accountability.

In this role, you will:


In this role, you will be responsible to:

• Provide consulting services in the domains of learning design and technologies.

• Manage client relationships – especially working remotely to assess client maturity and satisfaction.

• Interact with a broad level of client contacts – from Learning Managers to CLOs and Directors

• Present complex technical & functional information in a clear manner, both written and verbal

• Manage multiple customers (and engagements) concurrently.

• Identify growth opportunities – identify opportunities to both upsell & cross-sell on your accounts.


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

• Customer Relationship Management: Building and maintaining strong relationships with customers, understanding their needs, and ensuring their satisfaction with the product & services.

• Technical Expertise: Demonstrating a deep understanding of the product and its technical aspects, including API integration use cases, understanding customer use cases, and recommending solutions.

• Product Adoption: Assisting customers in effectively implementing and adopting the product, ensuring they achieve their desired outcomes and maximizing the value they derive from it.

• Business Acumen: Having a strong understanding of the customer's business goals, challenges, and industry trends and leveraging that knowledge to provide strategic guidance and align the product with their objectives.

• Product Feedback and Enhancement: Gathering customer feedback, analyzing trends, and providing valuable insights to the product development team to drive continuous improvement and enhance the product's features and functionality.

• Renewals and Expansion: Managing the renewal process by engaging with customers to ensure contract renewals. Identifying opportunities for upselling and cross-selling products or additional features to existing customers, working closely with the sales team to drive revenue growth, and advocating for the product's value proposition.

• Proficiency in delivering seamless presentations for Strategic Business Reviews (SBRs), conducting Training sessions, product demos covering API offerings, and sharing Best Practices with new and existing customers.
What you need to succeed


To be successful in this role, you will possess:

• A combined 7-10 years in the domain of learning technologies to consult with additional responsibilities in sales/post-sales and solution consulting.

• Ability to develop deep product and technical ecosystem knowledge.

• A deep understanding of the eLearning market and experience administering LMS' or managing L&D programs will be a bonus.

• 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.

• A Bachelor's / master's degree in business management/engineering or relevant fields.

• A minimum of 3-4 years of demonstrated exceptional customer management.

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