Adobe – Sr. Solution Customer Success Manager Data & Insights – Chicago, USA

Job Description

Adobe – Sr. Solution Customer Success Manager Data & Insights

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!

The Opportunity

Adobe’s Digital Experience Customer Success team is looking for a Solution Customer Success Manager to drive successful outcomes with Adobe customers via dynamic engagements. Solution Customer Success Managers provide a best-in-class experience for customers focused on establishing and maintaining an actionable path to value. Customer Success Managers engage with customers through a combination of successful programs and high-touch services, delivering the right resources at the right point in the customer journey. Our Customer Success Managers are solution-level advisors, value realization storytellers, and passionate about the customers they support, creating strategic alignment between customer digital priorities and their Adobe solutions. Customer Success Managers should have an understanding of the capabilities Adobe’s Experience Cloud solutions drive for customers, and the ability to ask relevant questions to meet customers’ specific business objectives. Our Solution focused CSMs will work with the customer in a data-centric, dynamic one-to-one, and one-to-many approach.

What You Will Do

• Leverage a customer experience mindset and delivery methodology to engage customers in short but high-impact, engagements where you will deliver solution-specific knowledge to drive quantifiable outcomes for the customer.

• Find opportunities to implement 1:many programs that can efficiently drive customer engagements at scale.
• Work with customers to quantify short-term and long-term success measures that articulate the value of the Adobe investment as related to their business objectives.
• Create original customer-facing material such as presentations or reference guides, to deliver solution best practices and thought-leadership to customers in both 1:1 or 1:Many formats.
• Empower customers to activate key use cases via advisory workshops and enablement sessions.
• Act as the main point of contact throughout the customer engagement, defining a success plan with clear outcomes and organizing communication across customer executives, business partners, and operational resources.
• Monitor customer engagement outcomes relevant to defined success metrics.
• Advocate that customers employ solution-level best practices for achieving maximum value.
• Triage risk and create mitigation plans across customers, managing expectations both internally
• Drive adoption of Adobe Experience Cloud solutions, using data to provide insights and progress from baseline through, and up, the maturity curve
• Actively identify common customer challenges and suggest better solutions.
• Serve as the voice of your customers internally at Adobe, sharing process improvements and asks with the internal ecosystem.
• Act as a customer’s trusted advisor and partner.
• Test playbooks and customer success program ideas and monitor results based on defined customer metrics.
• Contribute to Customer Success thought leadership and share out best practices and feedback across the organization to continuously improve our approach
• Transfer solution-level knowledge that will increase overall adoption and customer success, to a variety of customer stakeholders ranging from executives to practitioners.

What You Need to Succeed 

• Bachelor’s Degree and/or relevant work experience.
• 10+ years of customer success or technology consulting experience, preferred experience in digital marketing/digital experience

• Strong data analysis skills, with confidence to act on findings
• Passion for partnering with customers to drive success and measurable outcomes.
• Creative problem-solving and the ability to analyze data to spot customer risk.
• Highly motivated and proactive, with a passion for developing new skills and expertise
• Ability to prioritize, multi-task, and perform effectively under situations with multiple competing priorities.
• Effective member of a team and ability to collaborate across the Adobe ecosystem
• Exceptional organizational, presentation, and communication skills, both verbal and written.
• Demonstrate a passion for creative problem-solving.
• Proven track record building and maintaining positive relationships with a diverse group of constituents
• Ability to travel up to 25% of the time for team and company events
• Experience with a one-to-many customer success model
• Experience with at least two of the following Adobe solutions: Analytics, Customer Journey Management, Audience Manager, and Target and Real Time Customer Data Platforms.
• Ability to quickly learn new product features and functionality at a business advisory level
• Strong understanding of operational models, enablement programs, CoE’s related to developing analytics or personalization digital practices

Our compensation reflects the cost of labor across several  U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $126,800 — $234,100 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans.  Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.