Customer Success Account Manager

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!

The Challenge:
We are onboarding a team of Customer Success Account Managers who will work with a focused cohort of small & medium sized accounts from ABD book of business.
This role is crucial in driving revenue growth through strategic cross-sell and upsell initiatives.
The incumbent would be responsible for helping the customers adopt the solution with ease, optimizing their product experience and guiding them to internal support teams if need be.
This role entails the entire gambit of account management like Account planning, Client Need assessment, building connect strategies with multiple stakeholders, conducting extensive account reviews, driving growth through cross selling and upselling and building long term relationships.
What you’ll do as a Customer Success Account Manager
• Plays a critical role in developing and managing relationships with small & medium size customers from ABD book of business.
• Build and nurture strong relationships with executives and decision-makers in these large accounts. Expand business relationships beyond IT and Procurement into the C-Suite. You will need to map target org at departmental level to succeed in this role.
• Drive revenue growth by identifying upsell and cross-sell opportunities. You would be responsible for driving incremental ARR (Annual Recurring Revenue) from the allocated customers for the various Digital Media solutions.
• Customer Success Account Manager’s primary goal will be to understand Customer’s business needs / pain points on document workflows & creative content creation, offer solutions, and foster long-term partnerships that drive business growth.
• Identify growth opportunities and revenue potential within the accounts.
• Research customer contracts and purchasing history in Adobe's various customer management systems & external sources such as LinkedIn, ZoomInfo, etc. to figure out the expansion opportunity in an account.
• Devise customized connect strategy based on the account plan.
• Identify the segments that have a high propensity for Adobe’s solutions and then plan customer outreach and meetings.
• Sell into multiple levels of an organization, performing outbound prospecting to existing customers to identify new business relationships.
• Engage customers daily via Teams / Video calls to conducting extensive account reviews.
• During the account review understand clients' strategic goals, challenges, and pain points, and propose tailored solutions to address them. Develop and execute strategic account plans that align with clients' business objectives.
• Lead negotiations and pricing discussions to achieve mutually beneficial outcomes.
• You will serve as a trusted advisor ensuring the successful deployment of products.
• Address any issues or concerns promptly to maintain positive client relationships.
• Stay informed about industry trends, regulatory changes, and the competitive landscape of Document / Creative domain. Provide clients with valuable insights and thought leadership on industry best practices.
• Collaborate with Solution Specialists to maximize footprint of growing Adobe Solution streams like Adobe Acrobat & Sign, Creative Cloud, Substance, Stock etc.
• Managing the opportunity pipeline from week to week, providing accurate and timely updates to management on progress and outlook.
• Act as the voice of the client within the organization, representing their interests and needs.
What you need to succeed
• SMB Segment exposure and proven ability to manage a SMB/ midmarket customer set.
• 6 + Years’ experience in a similar role, with experience in selling SAAS solutions preferred.
• Proven track record leading a matrixed organization to sell SAAS solutions and the ability to expand influence to multiple stakeholders in the customer environment
• Ability to forge and maintain strong business relationships from IT to the C-Suite.
• Excellent communication and presentation skills and capable of presenting with any person, at any level within a customer.
• Proven experience of using quantitative and qualitative analysis to identify new sales opportunities.
• Should have skills that clearly demonstrate the ability to manage accounts and sell solutions.
• Flair for technology and ability to lead a customer conversation with value-selling rather than product features pitch.
• Ability to independently give basic product demos to customers.
• International Sales Experience with exposure to NA markets preferably.
• Working hours will coincide with the US Time Zones
• Bachelor’s Degree or Equivalent
Get to know the team:
Adobe’s Digital Media Business Unit
Adobe’s Digital Media Business Unit focuses on advancing state of the art content and driving digital transformation of industries. It provides tools and services that enable individuals, small businesses, and enterprises to create, publish, promote, manage and monetize their content anywhere through the Adobe Creative Cloud and Document Cloud.
Adobe’s creative and document solutions are used by designers, photographers, filmmakers, content publishers, storytellers, UX designers, knowledge workers, consumers and more. Through our connected apps and services, customers have all the tools and assets they need to create and manage content across desktop and mobile devices.

Adobe is proud to be an Equal Employment Opportunity and affirmative action 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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