Customer Sucess Manager

Responsibilities and duties:

• Accountable for leading Value Realization project work with Customers, inclusive of all aspects of project work (planning, delivery and follow-up , focused on documenting value attainment/measurable impact).
• Act as the central point of contact throughout each individual project, defining measurable short-term engagement plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all level
• Deliver exceptional customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align and track customer business goals
• Drive adoption of Adobe Experience Manager products using playbooks to drive incremental value to the customer
• Be the voice of the customer internally at Adobe sharing strategic use-cases, process improvements and asks back into the internal ecosystem
• Participate in ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers success
• Support Program Governance/Management partner with leadership team to ensure program goals and initiatives are documented, workstreams are on track, and deliverables are documented and logged in requisite repositories.
• Support Process for activating new internal and quarterly priorities and managing backlog - ensuring initiatives are crafted to meet predefined business objectives.
• Weekly and Monthly reporting Maintain/deliver pre-established weekly and monthly reporting for the organization.
• Support Team Meetings/Communications partner with leadership team on weekly and quarterly meetings i.e. Quarterly All Hands)

Requirements:

• Bachelor s Degree and/or relevant work experience
• 10+ years of Customer Success experience in Software as a Service, Digital Marketing (Analytics and Customer Journey Analytics Preferred)
• Passion for driving customer success and measurable outcomes with and demonstrated success advising customers to deliver business value
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnerships
• Strong consulting skills
• Ability to prioritize, multi-task, and perform under pressure
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Existing knowledge of software in digital marketing and/or digital media space, including data platforms, content management and customer journeys
• Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
• Validated experience with account planning & customer success plans, including leading and facilitating executive meetings and workshops
• Effective at leading executive C-level discussions and presentations
• Flexibility to travel if required