Job Description

DESCRIPTION

Customer Success Managers are responsible for the partnership between Adobe and our Strategic clients, driving value realization and return on the client’s investment. Customer Success Managers are technology-savvy individuals who have experience in digital marketing and know its value in driving strategies. They work directly with our clients to understand business and technical requirements, and to develop solutions to ensure success.

THIS POSITION INCLUDES ALL OF THE FOLLOWING ASPECTS:

Strategic consulting in digital marketing best practices and bridging communication between Adobe’s digital marketing and digital media solutions.

• Client relationship management.
• Project management.
• Client presentations.
• Focus on client retention.
• Cultivate future projects and qualify new opportunities.
• Frequent interaction with clients including Directors, VPs, and C-level executives of our most strategic accounts.

What you’ll do

• Provide client relationship management for all assigned clients.
• Be a trusted advisor to enable clients to apply our tools to achieve their business objectives.
• Provide resources to answer clients' questions, identifying needs for account customization and further implementation where applicable.
• Ensure that every client contract is renewed.
• Assist clients to expand their usage and adoption of Adobe digital government solutions.
• Work closely with Sales Executive and consult with other team members (consulting/project management/engineering services/customer support) to be sure mutual objectives are met in support of client satisfaction.
• Communicate consistently with clients throughout the contract lifecycle, escalating important issues where needed.
• Maintain client contact and provide status updates for all outstanding issues.
• Manage client expectations, keeping clients satisfied and expectations realistic.
• Coordinate with customer support to ensure timely closure of quality issues.
• Coordinate and provide project management in partnership with Adobe professional services and/or Adobe partners.
• Fully understand client requests, documenting and engaging appropriate resources.

WHAT YOU NEED TO SUCCEED

• MBA Degree
• Passion for digital government and client success.
• Demonstrated exceptional customer skills from previous employment.
• Strong and proven track record of successfully managing client relationships and technical projects. Preferably 1 3 years’ prior experience within Customer Success, Customer Satisfaction, Customer Service and/or Inside Sales or Account Development role.
• Excellent work ethic and leadership skills.
• Self-motivated, team-oriented, very responsible, and focused on exceeding client expectations.
• Understanding of enterprise internet business models and online processes, terminology, concepts and strategies.
• Exceptional organizational, presentation, and communication skills, both verbal and written.
• Demonstrated ability to deal with change and excel in high-stress situations.

SPECIAL CONSIDERATION GIVEN FOR:

• Prior account management and/or project management experience
• Knowledge of and experience with Adobe digital marketing and digital media technologies.
• Prior experience with customer success in a SaaS company.
• Project Management experience.