Named Customer Success Manager - Digital Experience

About the job

JOB LEVEL P40 EMPLOYEE ROLE Individual Contributor Position Named Customer Success Manager - Digital Experience Location: Mumbai 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 satisfaction, 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. What one needs to succeed • Customer Success professional with overall 10+ 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, CDP, SEO, SEM, email/channel marketing, website production, digital strategy, and Adobe Experience 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.

Requirements

• Customer Success
• Martech
• Adobe Experience Manager
• Digital Analytics
• SEO
• SEM
• Email Marketing

Qualifications

• Bachelor's degree
• MBA preferred

Preferred Technologies

• Customer Success
• Martech
• Adobe Experience Manager
• Digital Analytics
• SEO
• SEM
• Email Marketing

About the company

As one of the world’s most innovative software companies whose products touch billions of people around the world, Adobe empowers everyone, everywhere to imagine, create, and bring any digital experience to life. From creators and students to small businesses, global enterprises, and nonprofit organizations — customers choose Adobe products to ideate, collaborate, be more productive, drive business growth, and build remarkable experiences. Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact.