Customer Success Manager

Job Description CUSTOMER SUCCESS MANAGER - Middle East Duties : Within the Digital Experience Customer Success team here at Adobe, our focus is on delivering exceptional experiences and accelerating value for our customers through three core pillars; Partnership, Adoption and Value Realisation. Our Customer Success Managers are expected to maximise value realisation and return on investment in complex, multi-regional strategic enterprise accounts by building strong long-term partnerships with a focus on product adoption. They lead customers through digital transformation by advising strategy and collaborating with multiple internal teams and customer departments while accelerate value for customers by understanding their business goals and objectives, design success plans and establish governance frameworks. As a CSM at Adobe you are a leader in customer success to achieve results throughout the product lifecycle. What you'll do • Lead customers through digital transformation with a clear view of customer objectives and key performance indicators • Enhance value realisation and return on investment from the solutions and services they buy from Adobe • Increase solution adoption and usage with a clear plan • Build positive relationships at senior levels, including C-Level, within some of the biggest companies in the UK • Account strategy planning and building success plans to drive loyalty, advocacy and minimize customer attrition • Track accounts' performance and lead critical blocking issues with clear execution plan and drive to get closure • Build and grow relationships for Adobe's strategic portfolio of multi-solution, multi brand clients at the senior level becoming a trusted partner • Build a strong post-sales strategy for your portfolio of accounts to ensure our customers enhance the value on their investment in Adobe's Solutions • Provide thought leadership, thought leadership & domain expertise to the customer success organization, our clients and Adobe's European Customer Success team • Build a strong business relationship with our Sales, Marketing, Solution Consulting and Professional Services teams • Demonstrate seniority by leading new retention and growth initiatives that deliver value ensuring we scale, delight and innovate for customer success • Become an ambassador for to the CSM organization within Adobe and a CSM evangelist across ACS (Adobe Customer Solutions) and Sales • Demonstrate experience of supporting the hiring and ramp up process of new recruits into the Customer Success Team What you'll need • Bachelor's degree or equivalent experience • Minimum 5-10 years experienced in post-sales account management in Digital Marketing (analytics, optimization/conversion and/or social). Candidates with pre-sales, marketing/creative agency or consulting background will be considered • Strong experience in Digital Marketing Solutions and knowledge of the Adobe's competitive landscape • Proven effectiveness managing an account portfolio of large, global, Sophisticated and strategic accounts at a senior level. Building and maintaining relationships at most senior levels with assigned accounts becoming a trusted advisor • Proven experience driving customer retention initiatives, achieving high retention rates and customer satisfaction (NPS) • Strong communications skills (written & verbal) & high level critical issue management • Able to anticipate and identify ill-defined problems/issues with strong presentation skills at all audience levels • Tenacious, personable, high confidence and results oriented • Adaptable, strong self-awareness, confidence to hold themselves and others to account based on expectations About Adobe Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Exp ... (truncated, view full listing at source)