Sr. Customer Success Account Manager - Adobe PASS - Adobe

The Opportunity  

The Adobe DALP Sales team is looking for a techno functional customer success & renewal manager to join our customer success team. Adobe’s PASS solution which is a multiscreen Authentication platform that helps broadcasters, cable networks, and service providers to create and monetize engaging, personalized viewing experiences and we are looking for passionate technology professionals who will work with our North America customers to help them derive the best use of the TV everywhere & D2C (Direct to Consumer) ecosystem. 

In this position, you will be a trusted advisor/Champion, working with customers to fine-tune their strategies and ensure their success. You will partner with the customer through their lifecycle and work to retain and grow the account.  

This is a key position within Adobe’s Digital Advertising, Learning and Publishing Business Unit, the right fit must be a quick learner, high energy, data-minded, and tech-savvy people with prior customer’s champion & consultative roles! 

In this role, you will:  

In this role, you will be responsible to:  

• Provide consulting services in the domains of TV everywhere & D2C ecosystems.  

• Manage client relationships – especially working remotely to assess client maturity and satisfaction.  

• Interact with a broad level of client contacts – from Managers to Directors and VPs.  

• Present complex technical & functional information in a clear manner, both written and verbal  

• Manage multiple customers (and engagements) concurrently.  

• Identify growth opportunities – identify opportunities to both upsell & cross-sell on your accounts.  

• Customer Relationship Management: Building and maintaining strong relationships with customers, understanding their needs, and ensuring their satisfaction with the product & services.  

• Technical Expertise: Demonstrating a deep understanding of the product and its technical aspects, including TV everywhere & D2C ecosystem, understanding customer use cases, and recommending solutions.  

• Product Adoption: Assisting customers in effectively implementing and adopting the product, ensuring they achieve their desired outcomes and maximizing the value they derive from it, which will result in Account Health. 

• Business Acumen: Having a strong understanding of the customer's business goals, challenges, and industry trends and leveraging that knowledge to provide strategic guidance and align the product with their objectives.  

• Product Feedback and Enhancement: Gathering customer feedback, analyzing trends, and providing valuable insights to the product development team to drive continuous improvement and enhance the product's features and functionality.  

• Renewals and Expansion: Managing the renewal process by engaging with customers to ensure contract renewals. Identifying opportunities for upselling and cross-selling products or additional features to existing customers, working closely with the wider team to drive revenue growth, and advocating for the product's value proposition.  

• Proficiency in delivering seamless presentations for Strategic Business Reviews (SBRs), conducting Training sessions, product demos with Roadmap, and sharing Best Practices with new and existing customers. 

•  This role will require the individual to work in US hours & Adobe follows a hybrid model for work. 

What you need to succeed  

• A combined 10+ years in the technology domain to consult ideally with additional responsibilities in sales/post-sales and solution consulting.  

• A minimum of 5-6 years of demonstrated exceptional experience in customer success of Key account management. 

• Ability to develop deep product and technical ecosystem knowledge.  

• Ideally a deep understanding of the Media & entertainment industry and experience of customer champion roles will be a bonus.  

• A strong empathy for customers AND passion for revenue and growth  

• Strong leadership skills with proven ability to influence inside and outside of the organization.  

• An ability to manage or influence through persuasion, negotiation, and consensus building.  

• An analytical and process-oriented mindset supported by excellent communication and presentation skills.  

• Ability to collaborate with cross functional teams & engage with internal stakeholders. 

• Ability to independently give basic product demos to customers & ability to lead a customer conversation with value-selling 

• A Bachelor’s / master’s degree in business management/engineering or relevant fields.  

• International Sales Experience with exposure to NA markets is mandatory.