Job Description

JOB DESCRIPTION



Our CompanyChanging 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 ChallengeThe Enterprise SaaS offerings from Adobe's Digital Learning BU have seen rapid growth and adoption over the last few years. We're seeking a dynamic leader to head our Enterprise customer success team tasked with making our Global Enterprise SaaS customers widely successful.Our Customer Success team works as an advisory arm to our clients to ensure customer success throughout the customer lifecycle by understanding the client's business and technical needs and connecting the client with the appropriate resources to achieve their goals and drive adoption of Adobe solutions and services.Reporting to the Global Head of Customer Success, you will ultimately own Customer Success activities (on-boarding, , services, adoption, advocacy, retention, etc.) and outcomes (renewals, up-sell, etc.).What you'll doDefine and optimize the customer lifecycle, map the customer journey, develop listening points in the journey and create standardized interventions for each point in journey.Increase lifetime value of the Customer through greater advocacy and reference-ability, serving as a customer advocate in the evolution of Adobe's platform functionality integral to the customer's success. Be the voice of the customer internallyCollaborative leadership style with ability to influence peers and leaders from different groups in the company including Sales, Marketing, Product and EngineeringCreate repeatable and scalable processes to enable high paced growthManage your team to develop delivery plans that maximize the customer experience and achieve higher product adoption, customer satisfaction and overall health scores.Assist the team with key escalations.Measure and report effectiveness of Customer Success Managers, defining operational metrics for team.Attract, hire and retain a group of high potential individual contributors into the team. Create rapid onboarding process for new team members, foster collaboration within team and across customer lifecycleBecome the Subject Matter Expert in the Learning domain/go-to person for the team on day-to-day operational challengesWork closely with Sales to identify new opportunities and facilitate transitions following initial or follow-on deployments.What you'll needCustomer Success professional with overall 15+ years of experience working in Customer facing rolesHas 5+ years' experience leading teams in customer success function. Demonstrated success in building, mentoring, and growing high performance teamsHas defined and helped optimize customer journeys for enterprise SaaS products. Strong understanding of SaaS and multi-tenancy fundamentalsHas owned existing customer commercial relationships, with incentive compensation tied to net revenue retention or a similar metricHas identified and implemented a series of customer success metrics to align team behaviors with customer resultsHas owned implementation strategy and execution where the average time to implement a new customer is 90 or more daysExcellent executive communication, negotiation and presentation skillsAbility to manage crisis and stay calm under pressure while helping the team to navigate crisis with easeProven track record of scaling operations by introducing scalable processes, optimizations and automationProgram and project management experiencePeople management and interpersonal skillsAbility to think outside the box and come up with creative ideasLMS knowledge preferable. Experience working in Learning domain (Workday, CSOD, Success Factors) preferableAs customer outreach is global, flexible to work in different time zones as neededAdobe is proud to be an Equal Employment Opportunity 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. 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, email accommodations@adobe.com or call (408) 536-3015.