Named Customer Success Manager

Position Senior Customer Success Manager (Ultimate Success) – Digital Experience Business Unit: Adobe Customer Solutions Location: NCR, India Our Company Recognized as a leading software company whose products reach billions globally, Adobe enables everyone, everywhere to imagine, develop, and bring any digital experience to life. From creators and students to small businesses, global enterprises, and nonprofit organizations, customers rely on Adobe products. They use these tools to generate ideas, collaborate, improve efficiency, grow their businesses, and develop outstanding experiences. Our global workforce of over 30,000 is crafting the future and setting the standard as we drive the next decade of growth. We are dedicated to recruiting top talent and encouraging a company culture in which every employee is motivated to make a difference. At Adobe, we recognize that valuable ideas can originate from any part of the organization. The next big idea could be yours. The Opportunity Join Adobe’s Ultimate Success team as a Senior Customer Experience Manager, where you'll empower clients to bring to bear our groundbreaking technologies. This position is outstanding in its ability to cultivate positive relationships that drive customer satisfaction, retention, and growth. You'll be at the forefront of digital innovation, helping clients achieve their ambitions and implement flawless experiences. Expectations from the role Own and manage a portfolio of existing Digital Experience clients using solutions such as Adobe Analytics, Adobe Target, Adobe Experience Manager, Adobe Campaign, and Real-Time Customer Data Platform (CDP). Drive key performance indicators: Product Adoption, Customer Confirmed Value, Customer happiness, Revenue Retention, and Account Growth. Ensure clients fully adopt and realize the value of Adobe’s digital experience solutions on a continuous basis. Act as the primary owner to drive value for ongoing and new initiatives after client acquisition. Increase lifetime value of the Customer through greater advocacy and reference-ability, serving as a customer advocate. Collaborate with peers and leaders from diverse groups within the company such as Sales, Marketing, Product, and Engineering. Produce regular account updates and quarterly business review reports for customer and internal leadership. Keep clients informed about new product releases and relevant features. Facilitate client participation in Adobe-sponsored events. What one needs to succeed Customer Success professional with overall 15+ years of experience in Customer-facing roles or as a Martech professional with industry, consulting, or agency experience. Hands-on exposure to Marketing Technologies (MarTech) such as Digital analytics, personalization, unified customer profiles, SEO, SEM, email/channel marketing, website production, digital strategy, and the Adobe customer insights platform. Bachelor’s degree or higher in Business, Marketing, Communications, IT, or related field. Advanced degree or equivalent experience in Business Administration (MBA) preferred. Proven track record of scaling operations by introducing scalable processes, optimizations, and automation. Excellent executive communication, negotiation, and presentation skills. Strong customer relationship management skills and passion for technology, digital innovation, and customer success. Growth mindset and positive attitude to deal with change Details on portfolio of technologies is provided below Data and Insights - Digital analytics (Adobe Analytics or Google Analytics), personalization, CDP (Read here - https://business.adobe.com/solutions/data-insights-audiences.html) Customer Journey/Marketing automation - search engine optimization, paid search campaigns, and email or channel-based marketing (Read here - https://business.adobe.com/solutions/customer-journeys.html) Content Management - Website production and digital strategy (Read here - https://business.adobe.com/solutions/content ... (truncated, view full listing at source)