Our Company
Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.
We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!
Duties : Within the Digital Experience Customer Success team here at Adobe, our focus is on delivering exceptional experiences and accelerating value for our customers through three core pillars; Partnership, Adoption and Value Realisation.
Our Principal Customer Success Managers are expected to maximise value realisation and return on investment in complex, multi-regional strategic enterprise accounts by building strong long-term partnerships with a focus on product adoption. They lead customers through digital transformation by advising strategy and collaborating with multiple internal teams and customer departments while accelerate value for customers by understanding their business goals and objectives, design success plans and establish governance frameworks.
As a Principal CSM at Adobe you are a leader in customer success to achieve results throughout the product lifecycle.
What you'll do
• Lead customers through digital transformation with a clear view of customer
objectives and key performance indicators
• Enhance value realisation and return on investment from the solutions and
services they buy from Adobe
• Increase solution adoption and usage with a clear plan
• Build positive relationships at senior levels, including C-Level, within some of the
biggest companies in the UK
• Account strategy planning and building success plans to drive loyalty, advocacy
and minimize customer attrition
• Track accounts' performance and lead critical blocking issues with clear
execution plan and drive to get closure
• Build and grow relationships for Adobe's strategic portfolio of multi-solution,
multi brand clients at the senior level becoming a trusted partner
• Build a strong post-sales strategy for your portfolio of accounts to ensure our
customers enhance the value on their investment in Adobe's Solutions
• Provide thought leadership, thought leadership & domain expertise to the
customer success organization, our clients and Adobe's European Customer
Success team
• Build a strong business relationship with our Sales, Marketing, Solution
Consulting and Professional Services team
• Demonstrate seniority by leading new retention and growth initiatives that
deliver value ensuring we scale, delight and innovate for customer success
• Become an ambassador for to the CSM organization within Adobe and a CSM
evangelist across ACS (Adobe Customer Solutions) and Sales
• Demonstrate experience of supporting the hiring and ramp up process of new
recruits into the Customer Success Team
What you'll need
• Bachelor's degree or equivalent experience
• Minimum 5-10 years experienced in post-sales account management in Digital
Marketing (analytics, optimization/conversion and/or social). Candidates with
pre-sales, marketing/creative agency or consulting background will be
considered
• Strong experience in Digital Marketing Solutions and knowledge of the Adobe's
competitive landscape
• Proven effectiveness managing an account portfolio of large, global,
Sophisticated and strategic accounts at a senior level. Building and maintaining
relationships at most senior levels with assigned accounts becoming a trusted
advisor
• Proven experience driving customer retention initiatives, achieving high
retention rates and customer satisfaction (NPS)
• Strong communications skills (written & verbal)
• High level critical issue management
• Able to anticipate and identify ill-defined problems/issues
• Strong presentation skills at all levels of audience
• Tenacious, personable, high confidence and re
Skills : Results oriented
• Adaptable, strong self-awareness, confidence to hold themselves and others to
account based on expectations
Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.
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