[Hiring] Customer Success Account Manager @Adobe

Role Description

The Art of Sales is changing: The concept of selling has been around for decades, but businesses are digital now. The way sales are conducted must modernize too. In most companies, sales teams are somewhere on the journey below:

• Sales scratches out their own leads by prospecting their networks, sending one-off or batch emails.
• Marketing turns over long lists of leads, which are typically contacts in your target audience.

On the other hand, we at Adobe – ICX sales are a Modern Sales Team of 400+ Digital sellers, supported by analytics and data science teams. We are integrated with Adobe.com digital marketing & engagement funnel and are developing capabilities on picking cues from the customers' demographic (who) & behavioral (what) data that they leave on their journey with our business to predict next ‘sales action’ that will lead to revenue conversions (Future state).

The Challenge: We are expanding a team of Account Managers who will work with a focused cohort of the reseller transacted book of business to expand and grow Adobe’s footprint. This role is crucial in driving revenue growth through strategic cross-sell and upsell initiatives. 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
• Building long-term relationships

KPIs for this role will be maximizing Net ARR by growing Gross and mitigating Cancels.

What you’ll do as an Account Manager

• 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.
• Drive revenue growth by identifying upsell and cross-sell opportunities.
• Account manager’s primary goal will be to understand Customer’s business needs / pain points on document workflows & creative content creation.
• Managing the opportunity pipeline from week to week, providing accurate and timely updates to management on progress and outlook.
• Research customer contracts and purchasing history in Adobe's various customer management systems & external sources.
• Devise customized connect strategy based on the account plan.
• Identify the segments that have a high propensity for Adobe’s solutions.
• Sell into multiple levels of an organization, performing outbound prospecting to existing customers.
• Engage customers daily via Teams / Video calls to conduct extensive account reviews.
• Lead negotiations and pricing discussions to achieve mutually beneficial outcomes.
• 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.
• Collaborate with Solution Specialists to maximize footprint of growing Adobe Solution streams.
• Act as the voice of the client within the organization, representing their interests and needs.

Qualifications

• 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.
• Ability to forge and maintain strong business relationships from IT to the C-Suite.
• Excellent communication and presentation skills.
• Proven experience of using quantitative and qualitative analysis to identify new sales opportunities.
• Flair for technology and ability to lead a customer conversation with value-selling.
• Ability to independently give basic product demos to customers.
• International Sales Experience with exposure to NA markets preferably.
• Bachelor’s Degree or Equivalent.

Benefits

• Exceptional work environment recognized around the world.
• Colleagues committed to helping each other grow through ongoing feedback.
• Comprehensive benefits programs.