Customer Success Account Manager

The Opportunity

Customer Success Manager's engagement kicks in SMB Accounts post-sales of Adobe's cloud-based solutions. The incumbent is responsible for helping the customer accept the solution with ease, optimizing their product experience, and guiding them to internal support teams if need be. CSM is encouraged to identify & close any upsell opportunities within an account throughout the year.

What You'll Do

Develop an understanding of Adobe Creative Cloud for Teams, Adobe Sign, Enterprise Programs, Conditions of Service, Commercial Terms, and Adobe's standards for pricing.

Research customer contracts and purchasing history in Adobe's various customer management systems & external sources such as LinkedIn to identify expansion opportunities in an account.

Proactively maintain the highest level of technical expertise by knowing the latest Adobe Studio, Acrobat, Sign & creative technologies/solutions through available learning opportunities as well as self-study.

Educate customers on Adobe Sign by developing customer-specific use cases and conducting demos.

Build relationships with c-suite and decision-makers early on to drive deeper engagements.

Conduct deeper prospecting on the assigned accounts.

Identifying upsell and cross sell opportunities via phone led, email led, scheduled meetings, motion

Uncover & develop opportunities for upselling and cross-selling through various campaigns.

Identify big value accounts and drive a higher Average Revenue per Transaction, drive large deals with active engagement, and provide accurate sales forecasts.

Deliver on weekly/daily/monthly sales commits, driving maximum ARR & up-selling from the install base.

Handle the opportunity pipeline from week to week, providing accurate and timely updates to management on progress and outlook.

Build value-based relationships with assigned BOB accounts and take complete ownership of customer interactions.

What You Need To Succeed

• Bachelor's Degree required, or equivalent experience
• 3+ years experience operating in a similar capacity, directly handling a portfolio of services contract renewals via direct and indirect channels
• Strong communication skills (both oral and written)
• Strong organization, follow-through, and documentation skills suitable for client communication
• Ability to work independently, learn quickly, and be proactive

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe's industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.

Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We're on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.

Let's Adobe together

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our , , , comprehensive , the , the we serve, and how you can help us advance our mission of empowering everyone to create.

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