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.