Customer Success Manager, Adobe Learning Manager

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

We are looking for a Techno-functionalCustomer Success Managerto join our team. Adobe Learning Manager is Adobe's Learning Management System (LMS), and we are looking for passionate learning technology professionals who will collaborate with our customers to help them derive the best use of the LMS.

In this position, you will be a trusted advisor, working with customers to fine-tune their learning and development strategies and ensure their success. You will partner with the customer through their lifecycle and work to develop and grow the account.

In this role, you will be responsible for:

* Customer Relationship Management: Building and maintaining strong relationships with a broad level of client contacts-from Learning Managers to CLOs and Directors.Understanding their needs and ensuring their satisfaction with the product & services-especially working remotely to assess client maturity and satisfaction.

* Technical Expertise: Providing consulting services in the domains of learning design and technologies.Demonstrating a deep understanding of the product and its technical aspects, including API integration use cases, understanding customer use cases, and recommending solutions.Present complex technical & functional information in a clear manner, both written and verbal.

* Product Adoption: Assisting customers in effectively implementing and adopting the product, ensuring they achieve their desired outcomes and maximizing the value they derive from it.

* Business Acumen: Understanding the customer's business goals, challenges, and industry trends and leveraging that knowledge to provide strategic guidance and recommend product features to align the product with their objectives.

* Product Feedback and Enhancement: Gathering customer feedback, analyzing trends, and providing valuable insights to the product development team to drive continuous improvement and enhance the product's features and functionality.

* Renewals and Expansion: Managing the renewal process by engaging with customers to ensure contract renewals. Identifying opportunities for upselling and cross-selling products or additional features to existing customers, working closely with the sales team to drive revenue growth, and advocating for the product's value proposition.

* Presentations: Delivering seamless presentations for Strategic Business Reviews (SBRs), conducting training sessions, product demos covering API offerings, and sharing Best Practices with new and existing customers.

* Operations: Managing multiple customers (and engagements) concurrently.Establishing and maintaining accurate and timely records in compliance with the process and policies applicable.

What you need to succeed:

* A combined 5+ years in the domain of learning technologies.

* Ability to develop deep product and technical ecosystem knowledge.

* A deep understanding of the eLearning market and experience administering LMS' or managing L&D programs will be a bonus.

* A strong empathy for customers AND passion for revenue and growth

* Strong leadership skills with proven ability to influence inside and outside of the organization.

* An ability to manage or influence through persuasion, negotiation, and consensus building.

* An analytical and process-oriented mindset supported by excellent communication and presentation skills.

* A Bachelor's / master's degree in business management/engineering or relevant fields.

* A minimum of 3-4 years of demonstrated exceptional customer management.

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.

Adobe is proud to be anEqual Employment Opportunityand 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.Learn more.

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, emailaccommodations@adobe.comor 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 other's employees.