Customer Success Account 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!

Adobe 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. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours.

The Art of Sales is changing : The concept of selling has been around for decades, but businesses are digital now. The way sales are conducted must modernize too. In most companies, sales teams are somewhere on the journey below:

• Sales scratches out their own leads by prospecting their networks, sending one-off or batch emails.
• Marketing turns over long lists of leads, which are typically contacts in your target audience On the other hand, we at Adobe – ICX sales are a Modern Sales Team of 400+ Digital sellers, supported by analytics and data science teams. We are integrated with Adobe.com digital marketing & engagement funnel and are developing capabilities on picking cues from the customers demographic (who) & behavioral (what) data that they leave on their journey with our business to predict next ‘sales action’ that will lead to revenue conversions (Future state).

The Challenge : We are expanding a team of Account Managers who will work with a focused cohort of the reseller transacted book of business to expand and grow Adobe’s footprint. This role is crucial in driving revenue growth through strategic cross-sell and upsell initiatives. The incumbent would be responsible for helping the customers adopt the solution with ease, optimizing their product experience and guiding them to internal support teams if need be. This role entails nurturing and co-selling with partners where a rep. will be responsible for the entire gambit of account management like Strategic Account planning, Client Need assessment, building connects strategies with multiple stakeholders, conducting extensive account reviews, driving growth through cross-selling / upselling, and building long-term relationships. KPIs for this role will be maximizing Net ARR by growing Gross and mitigating Cancels.

What You’ll Do As An Account Manager

• Plays a critical role in developing and managing relationships with large customers from the ICX-Reseller book of business.
• Build Connects and nurture strong relationships with managers and decision-makers in these large accounts. Expand business relationships beyond IT and Procurement into the C-Suite. You will need to map target org at departmental level to succeed in this role.
• Drive revenue growth by identifying upsell and cross-sell opportunities. You would be responsible for driving Net ARR from the allocated customers for the various Digital Media solutions.
• One of the key measurement metrics will be how well a rep can reach out to the large book of business, building connections and engagements.
• Account manager’s primary goal will be to understand Customer’s business needs / pain points on document workflows & creative content creation, offer solutions, and foster long-term partnerships that drive business growth.
• Managing the opportunity pipeline from week to week, providing accurate and timely updates to management on progress and outlook. As an Account manager, you will be responsible and measured on how well you are executing on the key products such as Acrobat, Acrobat AI, Express, Acrobat Sign
• Research customer contracts and purchasing history in Adobe's various customer management systems & external sources such as LinkedIn, ZoomInfo, etc. to figure out the expansion opportunity in an account.
• Devise customized connect strategy based on the account plan.
• Identify the segments that have a high propensity for Adobe’s solutions and then plan customer outreach and meetings.
• Sell into multiple levels of an organization, performing outbound prospecting to existing customers to identify new business relationships.
• Engage customers daily via Teams / Video calls to conducting extensive account reviews.
• During the account review understand clients' strategic goals, challenges, and pain points, and propose tailored solutions to address them. Develop and execute strategic account plans that align with clients' business objectives.
• Lead negotiations and pricing discussions to achieve mutually beneficial outcomes.
• You will serve as a trusted advisor ensuring the successful deployment of products.
• Address any issues or concerns promptly to maintain positive client relationships.
• Stay informed about industry trends, regulatory changes, and the competitive landscape of Document / Creative domain. Provide clients with valuable insights and thought leadership on industry best practices.
• Collaborate with Solution Specialists to maximize footprint of growing Adobe Solution streams like Adobe Acrobat & Sign, Creative Cloud, Substance, Stock etc.
• Act as the voice of the client within the organization, representing their interests and needs.

What You Need To Succeed

• SMB/MM Segment exposure and proven ability to manage a large customer set.
• 3 + Years’ experience in a similar role, with experience in selling SAAS solutions preferred.
• Proven track record leading a matrixed organization to sell SAAS solutions and the ability to expand influence on multiple stakeholders in the customer environment
• Ability to forge and maintain strong business relationships from IT to the C-Suite.
• Excellent communication and presentation skills and capable of presenting with any person, at any level within a customer.
• Proven experience of using quantitative and qualitative analysis to identify new sales opportunities.
• Should have skills that clearly demonstrate the ability to manage accounts and sell solutions.
• Flair for technology and ability to lead a customer conversation with value-selling rather than product features pitch.
• Ability to independently give basic product demos to customers.
• International Sales Experience with exposure to NA markets preferably.
• Working hours will coincide with the US Time Zones
• Bachelor’s Degree or Equivalent

Internal Opportunities

Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We’re glad that you’re pursuing a new opportunity at Adobe!

Put your best foot forward:

• Update your Resume/CV and Workday profile – don’t forget to include your uniquely ‘Adobe’ experiences and volunteer work.
• Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you’re interested in.
• Check out these tips to help you prep for interviews.
• If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll.

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 you’re looking to make an impact, Adobe's 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.

Adobe is an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.

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 accommodations@adobe.com .

Adobe 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. Learn more.

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