Principal Customer Success Manager - Adobe Learning Manager (LMS)

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!

Job Title: Principal Customer Success Manager - Adobe Learning Manager
Location: Bangalore (Hybrid)
Shift Timings: 4pm - 1am IST

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 relevant. We give businesses and organizations the power to engage their customers truly. We're the ones behind the elegantly 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 have an appetite for 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:
• Provide consulting services in the domains of learning design and technologies.
• Lead 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
• Handle multiple customers (and engagements) concurrently.
• Identify growth opportunities – see opportunities to both upsell & cross-sell on your accounts.

What You'll Do
• 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 enhancing the value they derive from it.
• Business Acumen: Having a strong understanding of the customer's business goals, challenges, and industry trends and demonstrating that knowledge to provide strategic mentorship 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: Handling 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:
• Relevant experience in learning technologies to consult with additional sales/post-sales and solution consulting responsibilities.
• 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 compassion 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 12 years of demonstrated exceptional customer management.

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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