Senior Customer Success Manager, DME

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Senior Customer Success Manager - Brazil

Customer Success Managers (CSM) lead the post-sales experience at Adobe, driving active use and value realization on our customers’ technology investments. CSMs are responsible for ensuring the overall success for a portfolio of accounts and are adept at building a consultative relationship with the key leaders within that portfolio. Successful CSMs are technology-savvy individuals who have experience with Adobe solutions such as Adobe Creative Cloud and Adobe Document Cloud, as well as its Admin Console, with a clear understanding of the value of those solutions in driving business strategies and workflows. It is essential that CSMs eagerly understand the business climate, strategic goals, and internal workflows of the enterprise customers we serve. For this position, we are seeking an individual to cover our strategic customers in Brazil region.

The CSM position includes all of the following aspects:

• Customer relationship management
• Cultivation of future projects
• Qualification of new opportunities
• Knowledge of sales cycle and processes
• Project management
• Customer-facing presentations
• Product adoption and usage
• Frequent interaction with customers, from executives to end users

Sr. CSM capabilities:

• Driving product usage for the assigned accounts and also identifying customer business and demand, discovering any competitors within the customer's organization aiming to position the sales team about the potential opportunity.
• Growing relationships to encompass multiple parts of a customer's organization, leading discovery conversations with key partners that help identify and validate requirements and business objectives.
• Acquiring deep understanding of customer health by viewing multiple sources of data, taking the lead on driving turnaround plans, while accelerating activities as needed to achieve resolution.
• Actively participates in cross-functional account planning – supplying information on customer maturity and adoption to help plan for account retention and growth.
• Using the Adobe ecosystem in a strategic way to ensure that comprehensive customer feedback is taken into account, and engaging product teams to share this feedback.
• Ensuring that goals and priorities are understood by all team members, seeking out other teams to work with that have complementary skills and expertise, holding people accountable.
• Actively driving adoption activities and value to key customer priorities, using critical thinking skills and experience to drive actions and plans required for resolution.
• Exploring appropriate sources of information throughout the ecosystem for answers to questions, demonstrating sophisticated skills and insights into compiling and assessing key information, while proactively initiating discussions on issues before they become problematic.
• Applying detailed solution and industry knowledge to uplevel partnerships and drive customer use cases, leading activities to share industry and solution knowledge to peers and customers.
• Delivering communication that is appropriate for leadership, whether it is written, verbal, or through a presentation (exec level), sharing complicated ideas capably, carefully choosing the best medium to improve impact.

Requirements:

• Knowledge about Brazil’s market and culture.
• Proficiency in Portuguese and English, written and verbal. Spanish will be a plus.
• Highly data-driven, capable of monitoring progress across multiple accounts. The CSM should efficiently analyze data to generate internal insights and inform strategic decisions.
• Ability to travel – under normal conditions, monthly customer travel is typical.
• Self-motivated, proactive, collaborative, very responsible, and passionate about high performance.
• Energized by Adobe innovation across our entire portfolio of solutions.
• Exceptional customer skills, validated from previous employment with track record of efficiently handling customer relationships and technical projects.
• Executive-level interpersonal skills via email, online/live meeting, presentation, and recorded video.

Experience:

• 4-year college degree or equivalent.
• 6-8 years relevant work experience in an enterprise environment.
• Experience with Adobe Admin Console will be considered a plus.
• Desirable: experience with Adobe’s Digital Media Solutions (Creative Cloud & Document Cloud).
• Desirable: Advanced knowledge of one or more key digital media workflows: graphic design, photography, illustration; UI/UX; video production; content and asset management; 3D, AR/VR; WIP creative collaboration.

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