Mgr, Relationship 4

AEM Guides is a new age CMS for technical documents. AEM Guides is used by Fortune-500 companies which publish millions of documents daily using this product. It is a unique opportunity to work in a startup like environment within a large organization where all product functions collaborate closely. Given the enterprise business domain and the startup nature of the team, we are growing fast and scaling the product scope and customer base at a very rapid pace.

Role Overview: As a Manager- (CSAM), you will lead a team of customer success professionals to ensure our customers achieve their desired outcomes with our products. You will oversee team performance, drive customer satisfaction, retention, and growth through strategic engagement and tailored solutions.

Key Responsibilities:

• Team Leadership: Manage and mentor a team of Customer Success Representatives, providing guidance, training, and support to help them achieve individual and team goals.
• Customer Engagement: Develop and maintain strong relationships with key accounts, understanding their needs and objectives to ensure successful product adoption.
• Onboarding & Training: Oversee the onboarding process for new customers and ensure your team provides effective training to maximize product usage.
• Account Management: Monitor account health and performance, identify opportunities for upselling and cross-selling, and ensure team members are equipped to handle customer inquiries.
• Problem Resolution: Lead efforts to address customer issues, coordinating with internal teams to provide timely and effective resolutions.
• Customer Advocacy: Gather and relay feedback from customers to inform product development and improvements, acting as their advocate within the company.
• Performance Metrics: Track team performance metrics and customer satisfaction levels, providing insights and reporting to upper management.
• Collaboration: Work closely with sales, marketing, and product teams to align strategies and ensure a seamless customer experience.

What you need to succeed

• Passion about client satisfaction
• Willingness to work in late evening to cater to customers in North America.
• Manage multiple customers (and engagements) concurrently
• Exceptional organizational, presentations & communication skills – both verbal & written.
• Connecting with multiple customers/accounts in a day/week.
• Present complex information in a clear manner, both written and verbal
• Natural flair for conversations & enjoy talking to customers about Adobe solutions.
• Exposure to working on Adobe Experience Manager (AEM) will have an advantage to this role.
• Demonstrated ability to deal with change and excel in high-stress situations
• A Bachelor's / Master's degree in business management or relevant fields
• A minimum of 13+ years of demonstrated exceptional customer management