Logo of Huzzle

Mgr, Relationship 4

image

Adobe

3d ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Sales & Business Development

AI generated summary

  • You need 13+ years in customer management, strong communication skills, a passion for client satisfaction, ability to manage multiple accounts, and experience with Adobe Experience Manager is a plus.
  • You will lead a team, manage key accounts, oversee onboarding and training, resolve customer issues, gather feedback, track performance metrics, and collaborate with internal teams for a seamless experience.

Requirements

  • What You Need To Succeed
  • Passion about client satisfaction
  • Willingness to work in late evening to cater to customers in North America.
  • Manage multiple customers (and engagements) concurrently
  • Exceptional organizational, presentations & communication skills – both verbal & written.
  • Connecting with multiple customers/accounts in a day/week.
  • Present complex information in a clear manner, both written and verbal
  • Natural flair for conversations & enjoy talking to customers about Adobe solutions.
  • Exposure to working on Adobe Experience Manager (AEM) will have an advantage to this role.
  • Demonstrated ability to deal with change and excel in high-stress situations
  • A Bachelor’s / Master’s degree in business management or relevant fields
  • A minimum of 13+ years of demonstrated exceptional customer management

Responsibilities

  • Team Leadership: Manage and mentor a team of Customer Success Representatives, providing guidance, training, and support to help them achieve individual and team goals.
  • Customer Engagement: Develop and maintain strong relationships with key accounts, understanding their needs and objectives to ensure successful product adoption.
  • Onboarding & Training: Oversee the onboarding process for new customers and ensure your team provides effective training to maximize product usage.
  • Account Management: Monitor account health and performance, identify opportunities for upselling and cross-selling, and ensure team members are equipped to handle customer inquiries.
  • Problem Resolution: Lead efforts to address customer issues, coordinating with internal teams to provide timely and effective resolutions.
  • Customer Advocacy: Gather and relay feedback from customers to inform product development and improvements, acting as their advocate within the company.
  • Performance Metrics: Track team performance metrics and customer satisfaction levels, providing insights and reporting to upper management.
  • Collaboration: Work closely with sales, marketing, and product teams to align strategies and ensure a seamless customer experience.

FAQs

What is the primary responsibility of the Manager-Relationship role?

The primary responsibility is to lead a team of customer success professionals to ensure customers achieve their desired outcomes with Adobe's products, driving customer satisfaction, retention, and growth.

What qualifications are required for this position?

A Bachelor’s or Master’s degree in business management or relevant fields is required, along with a minimum of 13+ years of demonstrated exceptional customer management experience.

Is experience with Adobe Experience Manager (AEM) necessary?

Exposure to working on Adobe Experience Manager (AEM) is advantageous for this role, though not strictly necessary.

What kind of team environment can I expect?

You can expect a collaborative environment similar to a startup within a large organization, where all product functions work closely together.

What are the key metrics for performance in this role?

Key performance metrics include team performance, customer satisfaction levels, account health, and success in upselling and cross-selling opportunities.

Will I need to work unusual hours?

Yes, there is a willingness to work late evenings to cater to customers in North America.

How important is customer engagement in this role?

Customer engagement is very important, as strong relationships with key accounts are essential for ensuring successful product adoption and long-term customer satisfaction.

What type of issues would I be resolving in this position?

You would lead efforts to address customer issues and coordinate with internal teams to provide timely and effective resolutions.

Does Adobe have any policies regarding diversity and equality in the workplace?

Yes, Adobe is committed to being an Equal Employment Opportunity and affirmative action employer, and does not discriminate based on various protected characteristics.

What should I expect in terms of training for new customers?

You will oversee the onboarding process for new customers and ensure that your team provides effective training to maximize product usage.

Technology
Industry
10,001+
Employees
1982
Founded Year

Mission & Purpose

Adobe is the global leader in digital media and digital marketing solutions. Our creative, marketing and document solutions empower everyone – from emerging artists to global brands – to bring digital creations to life and deliver immersive, compelling experiences to the right person at the right moment for the best results. In short, Adobe is everywhere, and we’re changing the world through digital experiences.