Senior Customer Success Manager, Dme

Our Company
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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
Senior Customer Success Manager - Brazil
Customer Success Managers (CSM) lead the post-sales experience at Adobe, driving active use and value realization on our customers’ technology investments. CSMs are responsible for ensuring the overall success for a portfolio of accounts and are adept at building a consultative relationship with the key leaders within that portfolio. Successful CSMs are technology-savvy individuals who have experience with Adobe solutions such as Adobe Creative Cloud and Adobe Document Cloud, as well as its Admin Console, with a clear understanding of the value of those solutions in driving business strategies and workflows. It is essential that CSMs eagerly understand the business climate, strategic goals, and internal workflows of the enterprise customers we serve. For this position, we are seeking an individual to cover our strategic customers in Brazil region.
**The CSM position includes all of the following aspects**:
Customer relationship management
Cultivation of future projects
Qualification of new opportunities
Knowledge of sales cycle and processes
Project management
Customer-facing presentations
Product adoption and usage
Frequent interaction with customers, from executives to end users
**Sr. CSM capabilities**:
Driving product usage for the assigned accounts and also identify customer business and demand, discover any competitors within the customer's organization aiming to position the sales team about the potential opportunity.
Growing relationships to encompass multiple parts of a customer's organization, leading discovery conversations with key partners that help identify and validate requirements and business objectives
Acquiring deep understanding of customer health by viewing multiple sources of data, taking the lead on driving turnaround plans, while accelerating activities as needed to achieve resolution
Actively participates in cross-functional account planning - supplying information on customer maturity and adoption to help plan for account retention and growth
Using the Adobe ecosystem in a strategic way to ensure that comprehensive customer feedback is taken into account, and engages product teams to share this feedback
Ensuring that goals are priorities are understood by all team members, seeking out other teams to work with that have complementary skills and expertise, holding people accountable
Actively driving adoption activities and value to key customer priorities, using critical thinking skills and experience to drive actions and plans required for resolution
Exploring appropriate sources of information throughout the ecosystem for answers to questions, demonstrating sophisticated skills and insights into compiling and assessing key information, while proactively initiating discussions on issues before they become problematic
Delivering communication that is appropriate for leadership, whether it is written, verbal, or through a presentation (exec level), sharing complicated ideas capably, carefully choosing the best medium to improve impact

**Requirements**:
Knowledge about Brazil’s market and culture.
Proficiency in Portuguese and English, written and verbal. Spanish will be a plus.
Highly data-driven, capable of monitoring progress across multiple accounts. The CSM should efficiently analyze data to generate internal insights and inform strategic decisions.
Ability to travel - under normal conditions, monthly customer travel is typical.
Self-motivated, proactive, collaborative, very responsible, and passionate about high performance.
Energized by Adobe innovation across our entire portfolio of solutions
Exceptional customer skills, validated from previous employment with track record of efficiently handling customer relationships and technical projects.
Experience
4-year college degree or equivalent.
6-8 years relevant work experience in enterprise environment.
Experience with Adobe Admin Console will be considered a plus.
**Desirable**: experience with Adobe’s Digital Media Solutions (Creative Cloud & Document Cloud).
**Desirable**: Advanced knowledge of one or more key digital media workflows: graphic design, photography, illustration; UI/UX; video production; content and asset management; 3D, AR/VR; WIP creative collaboration.
Adobe is proud to be an Equal Employment Opportunity