Senior Customer Success Manager

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!

Job Title: Customer Success Manager - (ALM-Adobe Learning Manager)
Region: North America
Shift Timings: 5 p.m.–3 a.m. IST
Location: Bangalore (Mode of work: Hybrid)

Our Company:
At Adobe, we’re changing the world. How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to engage their customers truly. We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day—and we’re the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most.
We’re a company that understands that product innovation comes from people innovation, and that’s why we invest in cultivating leaders throughout the organization. If you’re passionate about leading from where you sit, join us and structures to make performance sustainable. Your mission is to deliver an exceptional customer experience by promoting shared goals and driving accountability.

Job Description
Ensures that the customer is satisfied with company projects and services. Works closely with Sales Account Manager and oversees day-to-day relationships with clients. Ensures that schedules and budgets are met according to contractual agreements. Works with clients to cultivate future projects and qualify new opportunities. Consults with other team members (Product management /Engineering/services/support/sales) to be sure mutual objectives are met.

The Opportunity
We are looking for a Techno-functional Customer Success Manager to join our team. Adobe Learning Manager is Adobe’s Learning Management System (LMS), and we are looking for passionate learning technology professionals who will work with our customers to help them derive the best use of the LMS.
In this position, you will be a trusted advisor, working with customers to fine-tune their learning and development strategies and ensure their success. You will partner with the customer through their lifecycle and work to develop and grow the account.

To succeed, you will need a proven ability to: candidates who desire to make an impact in the learning & development and technology domain to join our team based out of Bengaluru, India.

In this role, you will:
In this role, you will be responsible to:

• Provide consulting services in the domains of learning design and technologies.
• Manage client relationships – especially working remotely to assess client maturity and satisfaction.
• Interact with a broad level of client contacts – from Learning Managers to CLOs and Directors
• Present complex technical & functional information in a clear manner, both written and verbal
• Manage multiple customers (and engagements) concurrently.
• Identify growth opportunities – identify opportunities to both upsell & cross-sell on your accounts.

What You'll Do

In this role, you will be responsible to:

• Customer Relationship Management: Building and maintaining strong relationships with customers, understanding their needs, and ensuring their satisfaction with the product & services.
• Technical Expertise: Demonstrating a deep understanding of the product and its technical aspects, including API integration use cases, understanding customer use cases, and recommending solutions.
• Product Adoption: Assisting customers in effectively implementing and adopting the product, ensuring they achieve their desired outcomes and maximizing the value they derive from it.
• Business Acumen: Having a strong understanding of the customer's business goals, challenges, and industry trends and leveraging that knowledge to provide strategic guidance and align the product with their objectives.
• Product Feedback and Enhancement: Gathering customer feedback, analyzing trends, and providing valuable insights to the product development team to drive continuous improvement and enhance the product's features and functionality.
• Renewals and Expansion: Managing the renewal process by engaging with customers to ensure contract renewals. Identifying opportunities for upselling and cross-selling products or additional features to existing customers, working closely with the sales team to drive revenue growth, and advocating for the product's value proposition.
• Proficiency in delivering seamless presentations for Strategic Business Reviews (SBRs), conducting Training sessions, product demos covering API offerings, and sharing Best Practices with new and existing customers.

What you need to succeed

To be successful in this role, you will possess:

• A combined 10-16 years in the domain of learning technologies to consult with additional responsibilities in sales/post-sales and solution consulting.
• Ability to develop deep product and technical ecosystem knowledge.
• A deep understanding of the eLearning market and experience administering LMS’ or managing L&D programmes will be a bonus.
• A strong empathy for customers AND passion for revenue and growth
• Strong leadership skills with proven ability to influence inside and outside of the organization.
• An ability to manage/ influence through persuasion, negotiation, and consensus building.
• An analytical and process-oriented mindset supported by excellent communication and presentation skills.
• A Bachelor’s / master’s degree in business management/engineering or relevant fields.
• A minimum of 3-4 years of demonstrated exceptional customer management.

At Adobe, you will be immersed in an excep onal work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are commited to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer. Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orienta on, gender iden ty, disability or veteran status.
Learn more about a day in the life at Adobe: htps: //www.adobe.com/careers.html#bodycontent1-nerolimediaplayer_split_fortune100_708x398-1300.mp4

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.

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