Customer Success Manager, Digital Media
Position Summary
The primary purpose of this role is to ensure that the customer fully utilize its Adobe products and garner the maximum business value possible from their investment
Responsibilities
- Responsible for maintaining and building on Adobe's relationship with customer, working in partnership with the Adobe Account team
- Responsible for providing guidance and advice on ways to deliver value from the installed Adobe technology set within the customer's business
- Handle product and technical matters that occur and manage within Adobe to resolution
- Manage support issues that have fallen outside the acceptable parameters or require additional focus. The CSM will manage the issue escalation via our defined support processes
- Produce regular issue status reports and quarterly activity reports
- Ensure that the customer is aware of new technology functionality associated with acquisitions or new product releases
- Ensure that the customer is able to participate in Adobe events should they desire.
Requirements
- Bachelor's degree in business or similar discipline
- Deep knowledge of Adobe Creative Cloud products (ie Photoshop, Illustrator) and experience in supporting them is preferred
- Demonstrated customer and relationship management skills
- Prior account management experience with a software vendor
- Prior experience with customer support in a software company
- Strong communication skills
- Strong interpersonal skills
- Works collaboratively, effectively and efficiently with others
- Good influencing and negotiation skills
- Must be fluent in Japanese and able to communicate in English
