Customer Success Manager - Document Cloud

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!

• Maintain deep product knowledge and customer guidelines across our Document Cloud suite.
• Build and maintain positive relationships with customers, understanding their needs, and ensuring their happiness with Adobe’s products and services.
• Assist customers in effectively implementing and adopting the product, ensuring they achieve their desired outcomes and improve the value they derive from it.
• Position Adobe’s complementary products alongside Document Cloud in relevant and value-focused ways. Ensure customers engage with the entire Cloud portfolio. This includes core Document applications such as Adobe Sign, Acrobat, and Acrobat Services.
• Build and deliver product value presentations and point-of-view documents to customer collaborators and executives.
• Align with internal collaborators such as Account Managers, Sales Specialists, Solutions Consultants, and Product Marketing to guide the customer through a successful launch, adoption, and value realization.
• Help identify opportunities for growth within accounts, closely aligning with other internal collaborators.
• Take responsibility for the customer’s overall success with Adobe’s Document Cloud platform including activation, engagement, adoption, expansion, and health scores.
• Gather customer feedback, analyze trends, and provide valuable insights to the product development team to drive continuous improvement and improve the product's features and functionality.
• Identify customers with deployment risk and partner with an Account Manager to build and implement get-well plans.
   

• Proficient English communication skills are required. Both written and verbal.
• Proven track record of effectively addressing customer challenges to reach resolution.
• Proven track record of meeting or exceeding sales targets or customer success goals.
• Previous experience working as a trusted advisor to drive business value and sales expansion opportunities.
• Familiarity with Document software, including Document Cloud and other related creative industry products, is a plus.
• Bachelor’s Degree or equivalent work experience.
• 5+ years relevant work experience in customer success, sales, and/or solutions consulting, with a preference for experience in the creative or technology industries.
• Proven experience as a self-motivated, collaborative, and responsible professional who is passionate about exceeding client expectations.
• Resourceful: Able to prioritize, multi-task, and perform effectively in ambiguous environments.
• Communicative: Outstanding presentation and interpersonal skills.
• Engaging: Highly effective at leading and facilitating executive meetings and engaging with the C-Suite and also end users.
• Available to travel up to 50%.

Adobe is proud to be an Equal Employment Opportunity 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.

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