Customer Success Manager
Adobe Systems Incorporated
Mexico City
hace 74 días

Adobe is seeking a technically savvy and customer-centric contributor to join our Customer Success Manager team on Adobe Technology.

This position will require a unique balance of business strategy, best-in-class service, and technical savvy to drive maximum platform value and adoption of the solution within our customer base.

The Customer Success Manager (CSM) will work with leading brands across verticals to develop and implement a cohesive approach to leveraging our powerful platform to achieve business goals.

The role includes developing best practices for integrating Adobe’s Clouds suite of products, providing product training to customers as needed, and ultimately driving adoption and value realization for our customers.

The CSS should have strong Cloud and Analytics background with strong technical acumen, be highly customer-centric, forward-

thinking, analytical, creative, detail-oriented and a team-player.

Responsabilities

  • Help customers realize value from Adobe Technologies, by driving insights & programmatic recommendations
  • Support the development of strategic use cases, adoption roadmaps, and articulate recommendations to drive Adobe Technologies use across a wide range of levels within customer organization, ranging from end-users to executives
  • Maintain audit processes and documentation to regularly assess client environments for optimal database performance and make recommendations as needed
  • Support structured, metrics-driven business reviews to senior decision makers & be perceived as a strategic, trusted advisor on Adobe Technologies
  • Identify areas of opportunity for additional services for the client across consulting (technical / business), training, etc.
  • Define clients’ enablement goals and contribute to the enablement strategy
  • Advocate on behalf of the customer across Adobe to ensure customer satisfaction
  • Lead feature adoption / knowledge transfer sessions with customers on Adobe Technologies
  • Contribute to continual improvement of Adobe Technologies value realization playbooks, adoption processes, and capture best practices for re-
  • use across Adobe broader organization

  • Support additional team members by coaching and hosting training and enablement sessions
  • Provide prioritized service and product feedback as input into new product development and feature roadmap within Adobe
  • This position is to cover LATAM North and includes up to 40% travel
  • Requirements

  • 5 years client services / solution consulting / technical consulting experience, preferably in the database marketing spaceIn-
  • depth knowledge of Data-Driven Digital Marketing (Analytics & DMPs), search engines, email, affiliates, and CRM

  • 3-6 years in overall digital media and / or marketing experience
  • Track record of successful value delivery and client relationship development; existing relationships across digital ecosystem a plus
  • Demonstrated ability to be highly organized and to work collaboratively across a matrix organization to achieve results important to your customers (CSM, Sales, Product, Customer Care, and Customer)
  • Capable of handling multiple ad hoc requests and rapid turnaround while meeting customer expectations
  • Demonstrated ability to learn quickly, be a team player, and manage change effectively
  • Excellent executive level communication skills (oral, written, presentation) with ability to explain technical concepts
  • Experience and thought leadership in database marketing, and / or campaign management solutions
  • Direct Mail Expertise a deep understanding of the segmentation, manufacturing, and attribution processes of catalogers and mail acquisition marketers
  • Real Time Interaction Management Experience including Next Best Actions or Offer Management
  • Familiarity with Adobe Campaign and other Adobe Experience Cloud technologies a plus
  • BA / BS, advanced degree a plus
  • Technical Requirements

  • Understanding of HTML, JavaScript, and REST / SOAP API’s strongly preferred
  • Understanding of relational database concepts and platforms.
  • Basic to Intermediate SQL skills strongly preferred
  • Experience with customer and recipient data schemas and the ability to discern relationships between data sources
  • Email Campaign Deployment experience
  • Customer Data Marts and Warehouses- Single View of the Customer projects, Unique keying, etc.
  • At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists.

    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 employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

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