Customer Success Account Manager

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. 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. 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. MM/Enterprise 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. International Sales Experience with exposure to NA markets preferably. Bachelor’s Degree or Equivalent . 1. Update your Resume/CV and Workday profile – don’t forget to include your uniquely ‘Adobe’ experiences and volunteer work. 2. 3. 4. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.