Customer Success Managers are responsible for the partnership between Adobe and our Strategic clients, driving value realization and return on the client’s investment. Customer Success Managers are technology-savvy individuals who have experience in digital government and know its value in driving agency strategies. They work directly with our clients to understand business and technical requirements, and to develop solutions to ensure success.
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Strategic consulting in digital government best practices, and bridging communication between Adobe’s digital marketing and digital media solutions
Client relationship management
Project management
Client presentations
Focus on client retention
Cultivate future projects and qualify new opportunities
Frequent interaction with clients including Directors, VPs, and C-level executives of Federal and State and Local agencies
What you’ll do
Provide client relationship management for all assigned clients
Be a trusted advisor to enable clients to apply our tools to achieve their business objectives
Provide resources to answer clients' questions, identifying needs for account customization and further implementation where applicable
Ensure that every client contract is renewed
Assist clients to expand their usage and adoption of Adobe digital government solutions
Work closely with Sales Executive and consult with other team members (consulting/project management/engineering services/customer support) to be sure mutual objectives are met in support of client satisfaction
Communicate consistently with clients throughout the contract lifecycle, escalating important issues where needed
Maintain client contact and provide status updates for all outstanding issues
Manage client expectations, keeping clients satisfied and expectations realistic
Coordinate with customer support to ensure timely closure of quality issues
Coordinate and provide project management in partnership with Adobe professional services and/or Adobe partners
Fully understand client requests, documenting and engaging appropriate resources
What you need to succeed
US Citizenship
Bachelor’s degree in business management or relevant field
Passion for digital government and client success
Demonstrated exceptional customer skills from previous employment
Strong and proven track record of successfully managing client relationships and technical projects
Excellent work ethic and leadership skills
Self-motivated, team-oriented, very responsible, and focused on exceeding client expectations
Understanding of enterprise internet business models and online processes, terminology, concepts and strategies
Exceptional organizational, presentation, and communication skills, both verbal and written
Demonstrated ability to deal with change and excel in high-stress situations
SPECIAL CONSIDERATION GIVEN FOR:
Master’s degree or other advanced education
Prior account management and/or project management experience with either the Federal or State and Local government
Knowledge of and experience with Adobe digital marketing and digital media technologies
Prior experience with customer success in a SaaS company
Project Management experience
Clearances
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