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!
EMPLOYEE ROLEIndividual Contributor (IC) P40.Location: Noida.
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). In this role, you will be responsible for collaborating closely with our valued enterprise customers within the JAPAC region. As Senior Solution CSM, you will serve as trusted advisors, working closely with customers to understand their unique business objectives and provide strategic and technical recommendations on how best to meet their needs using Adobe Experience Cloud solutions. They will collaborate across teams to deliver these recommendations, promoting solution adoption and ensuring clients derive optimal value from their investments. This role also involves managing multiple customer projects simultaneously, ensuring faster turnaround times and delivering measurable business impact. You will need to possess the technical capacity to scale up and deliver multi-solution (D&I) engagements, meeting the diverse needs of our JAPAC 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 Adobe Analytics, Target, AEP, RTCDP, CJA and drive value based engagements with our APAC customers.
- Gain an in-depth knowledge of a customer’s technical environment, business objectives, goals and challenges in order to provide the best advice needed to drive customer success, value and return on investment by driving use cases with Adobe solutions.
- 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 address customer’s business goals, challenges, and key performance indicators (KPIs) ensuring value realization through measurable success.
- Efficiently multi-task, working across multiple client engagements at the same time as well as drive meaningful key internal initiatives.
- Lead workshops and discovery sessions to gather technical requirements and design robust solutions.
- Empower clients by providing training sessions, best practices, and documentation to enhance their proficiency in Adobe technologies.
- Actively maintain the highest level of technical expertise by knowing the latest Adobe technologies through internally and externally available learning opportunities and self-study.
- 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 MBA and relevant work experience.
- 12- 15 Years of Customer Success/Technical/Business Consulting experience in Software as a Service industry.
- Deep technical knowledge Adobe Data & Insights Solutions – mainly AEP & Apps, but experience across other D&I solutions such as Analytics, Target, Audience Manager will be useful. Be familiar with core data concepts, data schemas and understand privacy / security concerns.
- Technical expertise and Adobe certified “Expert” level in Adobe Digital Experience solutions (Data & Insights) is mandatory
- Passion for driving customer success and measurable outcomes.
- 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
- 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.
- Proven ability to analyse complex business problems and translate them into technical solutions.
- Effective at leading executive C-level discussions and presentations.
- Flexibility to travel (approx. 20%)
- Strong team player and stakeholder management skills.
- Experience in delivering Webinars (Online and in person).
Why Join Us?At Adobe, you will have the opportunity to work with cutting-edge technologies, collaborate with some of the best minds in the industry, and drive transformational change for global organizations. If you’re passionate about leveraging data-driven insights and delivering exceptional customer experiences, we want to hear from you!
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.
Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.
Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.
