The Opportunity
The Customer Success Manager (CSM) for SEA DX Accounts is accountable for Adobe’s largest and most complex Customer Experience Cloud relationships. The mission of this team is to be relentless in ensuring customer satisfaction. To build strong partnerships, have a clear understanding of business goals and ultimately ensure our customers see value from their investment with Adobe.
The Senior CSM is responsible for bringing the best of Adobe’s unique capabilities, best practices and digital transformation experience to our customers’ business objectives. In this role, you be cultivating strong relationships across customer executives and senior level decision makers and developing a deep understanding of their unique business needs, use cases and objectives. You will be responsible for driving adoption & mapping value realized to Adobe solutions- aligning with multiple stakeholders, advising on change management, and risk mitigation with the goal of enabling customers to maximize value from their Adobe investment and achieve their business objectives.
As a Senior Customer Success Manager for Thailand DX Accounts you will drive a robust Customer Success charter across your accounts which includes:
- Accountability for customer’s overall success with Adobe: adoption growth of Adobe platform, long term customer health, and Value Realized with the platform whilst maintaining a long term partnership.
- Driving mutual understanding of Adobe’s unique and groundbreaking “experience business” capabilities and promote how those capabilities create long-term value for the customer across various customer business units & organizations
- Improving solution adoption by providing insights on standard methodologies, solution usage maturity, benchmarking, and identifying and resolving obstacles.
- Maintaining regular and appropriate communication and governance with both internal and external executive teams to ensure alignment and visibility, inclusive of regular business reviews
- Identifying customer risk and collaborating with the extended Adobe team to develop and complete "get well" plans.
- Encouraging customer advocacy and improving innovation by incorporating standard methodologies and improving processes in the Adobe ecosystem.
- Orchestrating the breadth of Adobe resources to delight the customer in their experience (Delivery/Consulting, Renewals, Adobe Experts, Customer Care, Customer Success Managers, Product Teams, etc.)
The Customer Success Manager should excel in:
Customer Leadership
- Proactively assess the interactions with our top customers (product performance, depth and breadth of usage, support experience) and ensure the feedback is gathered and conveyed internally to enable ongoing improvement of Adobe products and services.
- Develop positive relationships with our key collaborators to ensure alignment with executives and provide valuable insights to support the team in developing and implementing improvement strategies.
Execution for Results
- Partner with sales management team to align on vertical objectives and achieve and exceed retention, growth and satisfaction targets. Ensure team is achieving CSM objectives and crafting high-quality work, including Strategic Business Reviews, Customer Success Plans, and Dashboards.
Expertise & Thought Leadership
- Drive thought leadership & grow as a leader in one of the most exciting and dynamic technology fields today.
- Promote innovative thinking and standard methodologies, both within the company and in the industry, regarding business transformation.
Executive Presence and Influence
- Engage broadly across the Customer and Adobe organizations from management through to C-Level/Influencer as required
Scale & Continuous Improvement
- Deliver innovative, repeatable, measurable Customer Success programs.
- Implement a process for continuous improvement, driven by user and customer insights, feedback, and industry research.
What you need to succeed:
- Bachelors Degree or equivalent required and a Masters Degree is a plus
- 9+ years of experience in customer success, relationship management or management consulting organization with demonstrated, quantifiable experience delivering on significant business value
- Strong executive presence, including ability to effectively partner with and influence client executives and be a credible and effective C-level advisor
- Creative problem-solving skills, including the ability to understand the impact and intersection of people, process and technical changes and to articulate high-level solutions to address business problems
- Proven organizational, prioritization skills and an ability to work in a highly matrixed environment
- Outstanding executive-level interpersonal and written communication skills, with the ability to effectively navigate difficult conversations and mediate to healthy outcomes
- Strong familiarity with Adobe products, capabilities, and efficient use cases.
- High degree of intellectual curiosity and ability absorb new concepts quickly
- High level of energy and personal drive
- Willingness to travel up to 25% of the time
- Experience managing large enterprise accounts over a minimum of $500k USD annually within Financial Services, Telco’s, Airlines in SEA market. Also have handled over 5 accounts simultaneously.
- Lead multi product solution adoption strategy & value realization of a Martech platform.
- Fluency in Thai is essential to communicate with Thai-speaking clients/customers/partners
