Job Details

JOB TITLE: Senior Customer Success Manager
LOCATION: Chicago, IL (Hybrid)
PAY RANGE: $42 - $52/hr.
DURATION: 8 months

TOP 3 SKILLS:

• 10+ years of Customer Success experience in Software as a Service (SaaS) and Digital Marketing
• Proven consulting experience as a trusted advisor, driving business value for clients
• Experience with account planning, customer success plans, and leading executive C-level discussions

Company:
Our client is a global leader in creative software, offering innovative tools for digital media creation, design, and marketing.

Duties:

• Accountable for the customer's overall success, including renewals, adoption of Adobe solutions, customer health, and satisfaction
• Act as a trusted Customer point of contact throughout the Customer's lifecycle, define a measurable success plan with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels
• Effectively network within accounts to achieve successful execution of the customer's strategy and roadmap
• Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to align, track and evolve customer business goals
• Drive adoption of Adobe Experience Cloud products - using data to provide insights and progress from baseline through the maturity curve
• Foster innovation by sharing resources and new ways your customers can use Adobe solutions to advance their digital maturity
• Identify Customer risk, and work with the extended team to create and execute on "get well" plans
• Be the voice of the customer internally - sharing strategic use-cases, process improvements, and asks back into the internal ecosystem
• Contribute to the ongoing initiatives to continuously improve the approach to efficiently and effectively secure customer success

Skills:

• 10+ years of Customer Success experience in Software as a Service, Digital Marketing
• Passion for driving customer success and measurable outcomes
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster joint partnerships
• Strong consulting skills and proven results working as a trusted advisor to drive business value for clients.
• Ability to prioritize, multitask, and perform effectively under pressure
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Existing knowledge of software in digital marketing and/or digital media space
• Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
• Tried effectiveness at leading and facilitating executive meetings and workshops
• Validated experience with account planning & customer success plans
• Effective at leading executive C-level discussions and presentations
• Flexibility to travel (approx. 20%)

Education:

• Bachelor's Degree and/or relevant work experience

BENEFITS SUMMARY: Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate or annual salary only, unless otherwise stated. In addition to base compensation, full-time roles are eligible for Medical, Dental, Vision, Commuter and 401K benefits with company matching.

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