Customer Success Account Manager

April 2, 2024
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Job Description

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!

Position: Customer Success Account Manager

Geo: North America

Business Unit: Adobe Business Direct

Location: Remote Work

Job Description And Summary

Sells the company’s products, systems and/or services via telephone or electronic means to customers in assigned territory, industry, or accounts. Must close the sale on products, systems and/or services. May generate prospective customers through cold calling and may qualify and follow up with sales leads. Sales can be made through multichannel, inbound and/or outbound sales activities. Requires application of in-depth technical knowledge of products, systems and services (may include contract documentation). May be responsible for large, diverse, complex territories and/or products. This role is not overlay to the field sales force, and these incumbents carry their own quota that is distinct from the field sales force. Keeps up-to-date knowledge of the industry, as well as the competitive posture of the company, and prepares activity and forecast reports as requested. Has thorough knowledge of company products, systems and services. May direct customers to website or other company resources for information. May act as sole sales representative for assigned territory, industry, accounts, and/or products. May establish and maintain relationships with channel partners. Represents the company to the customer and the customer to the company in all sales-oriented activities. Focuses on acquiring new customers and retaining and growing an existing installed base of customers. Minimal business travel or work outside office required.

Adobe

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. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours.

The Art of Sales is changing:

The concept of selling has been around for decades, but businesses are digital now. The way sales are conducted must modernize too.

In most companies, sales teams are somewhere on the journey below:

Sales scratches out their own leads by prospecting their networks, sending one-off or batch emails.Marketing turns over long lists of leads, which are typically contacts in your target audience

On the other hand, we at Adobe – ABD are a Modern Sales Team of 400+ Digital sellers, supported by analytics and data science teams. We are integrated with Adobe.com digital marketing & engagement funnel and are developing capabilities on picking cues from the customers demographic (who) & behavioral (what) data that they leave on their journey with our business to predict next ‘sales action’ that will lead to revenue conversions (Future state).

The Challenge:

We are onboarding a team of Customer Success Account Managers who will work with a focused cohort of the biggest accounts from ABD book of business.

This role is crucial in driving revenue growth through strategic cross-sell and upsell initiatives.

The incumbent would be responsible for helping the customers adopt the solution with ease, optimizing their product experience and guiding them to internal support teams if need be.

This role entails the entire gambit of account management like Strategic Account planning, Client Need assessment, building connect strategies with multiple stakeholders, conducting extensive account reviews, driving growth through cross selling and upselling and building long term relationships.

What you’ll do as a Customer Success Account Manager

Plays a critical role in developing and managing relationships with large customers from GBD book of business.Build and nurture strong relationships with executives and decision-makers in these large accounts. Expand business relationships beyond IT and Procurement into the C-Suite. You will need to map target org at departmental level to succeed in this role.Drive revenue growth by identifying upsell and cross-sell opportunities. You would be responsible for driving incremental ARR (Annual Recurring Revenue) from the allocated customers for the various Digital Media solutions.Customer Success Account Manager’s primary goal will be to understand Customer’s business needs / pain points on document workflows & creative content creation, offer solutions, and foster long-term partnerships that drive business growth.Identify growth opportunities and revenue potential within the accounts.Research customer contracts and purchasing history in Adobe’s various customer management systems & external sources such as LinkedIn, ZoomInfo, etc. to figure out the expansion opportunity in an account.Devise customized connect strategy based on the account plan.Identify the segments that have a high propensity for Adobe’s solutions and then plan customer outreach and meetings.Sell into multiple levels of an organization, performing outbound prospecting to existing customers to identify new business relationships.Engage customers daily via Teams / Video calls to conducting extensive account reviews.During the account review understand clients’ strategic goals, challenges, and pain points, and propose tailored solutions to address them. Develop and execute strategic account plans that align with clients’ business objectives.Lead negotiations and pricing discussions to achieve mutually beneficial outcomes.You will serve as a trusted advisor ensuring the successful deployment of products.Address any issues or concerns promptly to maintain positive client relationships.Stay informed about industry trends, regulatory changes, and the competitive landscape of Document / Creative domain. Provide clients with valuable insights and thought leadership on industry best practices.Collaborate with Solution Specialists to maximize footprint of growing Adobe Solution streams like Adobe Acrobat & Sign, Creative Cloud, Substance, Stock etc.Managing the opportunity pipeline from week to week, providing accurate and timely updates to management on progress and outlook.Act as the voice of the client within the organization, representing their interests and needs.

What You Need To Succeed

MM/Enterprise Segment exposure and proven ability to manage a large customer set.6 + Years’ experience in a similar role, with experience in selling SAAS solutions preferred.Proven track record leading a matrixed organization to sell SAAS solutions and the ability to expand influence to multiple stakeholders in the customer environmentAbility to forge and maintain strong business relationships from IT to the C-Suite.Excellent communication and presentation skills and capable of presenting with any person, at any level within a customer.Proven experience of using quantitative and qualitative analysis to identify new sales opportunities.Should have skills that clearly demonstrate the ability to manage accounts and sell solutions.Flair for technology and ability to lead a customer conversation with value-selling rather than product features pitch.Ability to independently give basic product demos to customers.International Sales Experience with exposure to NA markets preferably.Working hours will coincide with the US Time ZonesBachelor’s Degree or Equivalent

Get to know the team:

Adobe’s Digital Media Business Unit

Adobe’s Digital Media Business Unit focuses on advancing state of the art content and driving digital transformation of industries. It provides tools and services that enable individuals, small businesses, and enterprises to create, publish, promote, manage and monetize their content anywhere through the Adobe Creative Cloud and Document Cloud .

Adobe’s creative and document solutions are used by designers, photographers, filmmakers, content publishers, storytellers, UX designers, knowledge workers, consumers and more. Through our connected apps and services, customers have all the tools and assets they need to create and manage content across desktop and mobile devices.

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.