Mgr, Relationship 4

Job Description

JOB LEVELM40EMPLOYEE ROLEPeople ManagerAbout the Team:AEM Guides is a new age CMS for technical documents. AEM Guides is used by Fortune-500 companies which publish millions of documents daily using this product. It is a unique opportunity to work in a startup like environment within a large organization where all product functions collaborate closely. Given the enterprise business domain and the startup nature of the team, we are growing fast and scaling the product scope and customer base at a very rapid pace.Role Overview: As a Manager- (CSAM), you will lead a team of customer success professionals to ensure our customers achieve their desired outcomes with our products. You will oversee team performance, drive customer satisfaction, retention, and growth through strategic engagement and tailored solutions.Key Responsibilities: Team Leadership: Manage and mentor a team of Customer Success Representatives, providing guidance, training, and support to help them achieve individual and team goals. Customer Engagement: Develop and maintain strong relationships with key accounts, understanding their needs and objectives to ensure successful product adoption. Onboarding & Training: Oversee the onboarding process for new customers and ensure your team provides effective training to maximize product usage. Account Management: Monitor account health and performance, identify opportunities for upselling and cross-selling, and ensure team members are equipped to handle customer inquiries. Problem Resolution: Lead efforts to address customer issues, coordinating with internal teams to provide timely and effective resolutions. Customer Advocacy: Gather and relay feedback from customers to inform product development and improvements, acting as their advocate within the company. Performance Metrics: Track team performance metrics and customer satisfaction levels, providing insights and reporting to upper management. Collaboration: Work closely with sales, marketing, and product teams to align strategies and ensure a seamless customer experience.What you need to succeed Passion about client satisfaction Willingness to work in late evening to cater to customers in North America. Manage multiple customers (and engagements) concurrently Exceptional organizational, presentations & communication skills both verbal & written. Connecting with multiple customers/accounts in a day/week. Present complex information in a clear manner, both written and verbal Natural flair for conversations & enjoy talking to customers about Adobe solutions. Exposure to working on Adobe Experience Manager (AEM) will have an advantage to this role. Demonstrated ability to deal with change and excel in high-stress situations A Bachelors / Masters degree in business management or relevant fields A minimum of 13 years of demonstrated exceptional customer managementInternal OpportunitiesCreativity, curiosity, and constant learning are celebrated aspects of your career growth journey. Were glad that youre pursuing a new opportunity at Adobe!Put your best foot forward:1. Update your Resume/CV and Workday profile dont forget to include your uniquely Adobe experiences and volunteer work.2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles youre interested in.3. Check out these tips to help you prep for interviews.Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If youre looking to make an impact, Adobes the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.If you have a disability or special need that requires accommodation to navigate our internal careers site or to complete the application process, please contact hidden_email.,

Keyskills :
Client SatisfactionPresentation SkillsCommunication SkillsAccount ManagementProblem ResolutionCustomer AdvocacyTeam LeadershipCustomer EngagementPerformance MetricsCollaborationOrganizational Skills