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EMPLOYEE ROLE

Individual Contributor (IC)

The Challenge:

Adobe is a company that understands that product innovation comes from people innovation, and that’s why we invest in cultivating leaders throughout the organization.

We are hiring for a Solution Customer Success Manager to join our Digital Experience Global Shared Services Team based out of India (Noida/Bangalore). In this role, you will be responsible for collaborating closely with our valued enterprise customers within the JAPAC region. As a trusted advisor, you will foster strong partnerships, promote the adoption of our Experience Cloud solutions and ensure they derive optimal value from their investments. This role will also encompass your ability to work on multiple engagements, ensuring a faster turnaround on measurable value delivered. You will possess the capacity to scale up and deliver multi-solution engagements, meeting the diverse needs of our customers.

In addition, you can expect to work closely with a cross-functional Adobe ecosystem including Account Executives, Marketing, Consulting and Product specialists to develop new value propositions, build awareness and reveal new growth opportunities. Our team is fuelled with a real passion for innovation, growth, and a relentless dedication to making the Marketer successful. We hire dynamic, passionate, and creative individuals who thrive in fast paced environments.

What You'll Do:

• Accountable for customer’s overall success with Adobe, including adoption of Adobe Experience Cloud solutions like AEM Sites, Forms & Assets and/or Adobe Campaign, customer health, and drive value from the customer investments.
• Act as a trusted advisor throughout the Engagement lifecycle, define measurable success plan with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.
• Effectively network within accounts to achieve successful execution of the customer's strategy, use cases and roadmap.
• Deliver an exceptional customer experience by proactively communicating with customers, orchestrate internal resources, and utilize the customer engagement model to align, track, and evolve customer business goals, ensuring their satisfaction through measurable success.
• Drive adoption of Adobe Experience Cloud products – using data to provide insights and progress from baseline through the maturity curve.
• Foster innovation by sharing resources and use cases your customers can leverage using Adobe Experience Cloud solutions to advance in their digital maturity.
• Be the voice of the customer internally at Adobe – sharing strategic use-cases, process improvements and asks back into the internal ecosystem.
• Contribute to the ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customer’s success.
  
  

What you need to succeed:

• Bachelor’s Degree and/or relevant work experience.
• 4- 8 years of Customer Success experience in Software as a Service, Digital Marketing, Customer Experience transformation. (Technical expertise in AEM and Adobe Campaign solutions is preferred).
• Passion for driving customer success and measurable outcomes.
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster joint partnership.
• Strong business consulting skills and proven results working as a trusted advisor to drive business value for clients.
• Ability to prioritize, multi-task, and perform effectively under pressure.
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Strong understanding of Adobe Digital Experience solutions, Customer Journey and Digital Marketing Technologies.
• Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners.
• Tried effectiveness at leading and facilitating executive meetings and workshops.
• Validated experience with account planning & customer success plans.
• Effective at leading executive C-level discussions and presentations.
• Flexibility to travel (approx. 20%)
• Strong team player and stakeholder management skills.