Customer Success Manager

2 weeks ago

Dublin, Dublin City, Ireland Adobe Systems GmbH Full time

About the Role

We are seeking a highly motivated and experienced Customer Success Manager to join our Digital Media team at Adobe Systems GmbH.

This is an exceptional opportunity for a talented individual to drive product adoption, build trusted advisor-level partnerships with key customer stakeholders, and deliver high-value presentations that showcase the benefits of Adobe's Document Cloud offerings.

The successful candidate will possess strong relationship management skills, excellent communication and presentation abilities, and a proven track record of successfully navigating customer challenges to resolution.

Key Responsibilities

  • Build and maintain strong relationships with customers, understanding their needs and ensuring their satisfaction with Adobe's products and services.
  • Assist customers in effectively implementing and adopting the product, ensuring they achieve their desired outcomes and maximize the value they derive from it.
  • Position Adobe's complementary product offerings aligned to Document Cloud in relevant and value-focused ways, ensuring the customer is engaging across the complete Cloud portfolio.
  • Partner closely with sales and account management counterparts on growth opportunities within customer accounts.
  • Maintain deep product knowledge and customer best practices across our Document Cloud suite.
  • Create and deliver product value presentations and point-of-view documents to customer collaborators and executives.
  • Align with internal stakeholders such as Account Managers, Sales Specialists, Solutions Consultants, and Product Marketing to guide the customer through successful launch, adoption, and value realization.
  • Accountable for customer's overall success with Adobe's Document Cloud platform including activation, engagement, adoption, expansion, and health scores.
  • Gather customer feedback, analyze trends, and provide valuable insights to the product development team to drive continuous improvement and enhance the product's features and functionality.
  • Identify customers with deployment risk and partner with an Account Manager to create and implement get-well plans.

Requirements

  • 5+ years relevant work experience in sales and/or customer success with a preference for experience in the technology industry and experience with the Document Cloud products.
  • Strong history of successfully navigating customer challenges to resolution.
  • Strong history of sales quota or customer success metric attainment and achievement.
  • Previous experience working as a trusted advisor to drive business value and sales expansion opportunities.
  • Proven experience as a self-motivated, collaborative, and responsible professional who is passionate about exceeding client expectations.
  • Bachelor's Degree or equivalent experience.

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