Job Description
Our Company
Changing the world through digital experiences is what Adobeu2019s all about. We give everyoneu2014from emerging artists to global brandsu2014everything they need to design and deliver exceptional digital experiences! Weu2019re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.u00A0
Weu2019re 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!
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The Challenge
The Enterprise SaaS offerings from Adobeu2019s Digital Learning BU have seen rapid growth and adoption over the last few years. Weu2019re seeking a dynamic leader to head our globally distributed customer success team tasked with making our Enterprise SaaS customers widely successful.
Our Customer Success team works as an advisory arm to our clients to ensure customer success throughout the customer lifecycle by understanding the clientu2019s business and technical needs and connecting the client with the appropriate resources to achieve their goals and drive adoption of Adobe solutions and services.
Reporting to the Global Head of Customer Success Group, you will ultimately own Customer Success activities (on-boarding, , services, adoption, advocacy, retention, etc.) and outcomes (renewals, up-sell, etc.).
What youu2019ll do
- Define and optimize the customer lifecycle, map the customer journey, develop listening points in the journey and create standardized interventions for each point in journey.
- Increase lifetime value of the Customer through greater advocacy and reference-ability, serving as a customer advocate in the evolution of Adobeu2019s platform functionality integral to the customer's success. Be the voice of the customer internally
- Collaborative leadership style with ability to influence peers and leaders from different groups in the company including Sales, Marketing, Product and Engineering
- Create repeatable and scalable processes to enable high paced growth
- Manage your team to develop delivery plans that maximize the customer experience and achieve higher product adoption, customer satisfaction and overall health scores.
- Assist the team with key escalations.
- Measure and report effectiveness of Customer Success Managers, defining operational metrics for team.
- Attract, hire and retain a group of high potential individual contributors into the team. Create rapid onboarding process for new team members, foster collaboration within team and across customer lifecycle
- Become the Subject Matter Expert in the Learning domain/go-to person for the team on day-to-day operational challenges
- Work closely with Sales to identify new opportunities and facilitate transitions following initial or follow-on deployments.
What youu2019ll need
- Customer Success professional with overall 15+ years of experience working in Customer facing roles
- Has 5+ yearsu2019 experience leading teams in customer success function. Demonstrated success in building, mentoring, and growing high performance teams
- Has defined and helped optimize customer journeys for enterprise SaaS products. Strong understanding of SaaS and multi-tenancy fundamentals
- Has owned existing customer commercial relationships, with incentive compensation tied to net revenue retention or a similar metric
- Has identified and implemented a series of customer success metrics to align team behaviors with customer results
- Has owned implementation strategy and execution where the average time to implement a new customer is 90 or more days
- Excellent executive communication, negotiation and presentation skills
- Ability to manage crisis and stay calm under pressure while helping the team to navigate crisis with ease
- Proven track record of scaling operations by introducing scalable processes, optimizations and automation
- Program and project management experience
- People management and interpersonal skills
- Ability to think outside the box and come up with creative ideas
- LMS knowledge preferable. Experience working in Learning domain (Workday, CSOD, Success Factors) preferable
- As customer outreach is global, flexible to work in different time zones as needed
Adobe is proud to be anu00A0u00A0and 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.u00A0
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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, emailu00A0u00A0or 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 otheru2019s employees.
