Adobe
ANZ Regional Manager, Customer Success
Changing the world through digital experiences
Sales and customer success
Full-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Senior · A role for someone with advanced knowledge and skills. May involve mentoring, leading others or specialisation. Typically at least 5 years of experience.
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Why Adobe
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.
About the role
The Opportunity We have an exciting opportunity for an experienced professional to lead our regional (A&NZ) team of Customer Success Managers with a mission to accelerate value for our customers. The team is focused on our Adobe Experience Cloud solutions within the Digital Marketing space and work to ensure an extraordinary customer experience while driving retention and growth for the business. Working closely with the Technical Account Managers, our Customer Success team is focused on providing strategic support to our customers to help drive value from their Adobe investment.
We are looking for someone to take on the role of Manager, Customer Success for the ANZ business. What you’ll do
- Lead the Customer Success Managers to build a strong post-sales strategy for their portfolio of accounts to ensure our customers improve the value on their investment in Adobe’s Solutions.
- Drive local or global initiatives to develop our offerings, driving continuous improvements to our processes.
- Involved in account strategy planning with your team, TAM and account teams, building success plans to drive loyalty and minimize customer attrition.
- Reviewing customer health and driving the resolution of critical customer issues working alongside our support teams.
- Building and growing relationships within our top accounts at the senior level and becoming a trusted partner and contact.
- Setting clear expectations with your team and provide regular reviews, feedback and check-ins. Give specific and constructive performance feedback real-time to enhance development
- Owning recruitment, resourcing, enablement and development of the ANZ CSMs
- Play an active role to the growth, development and future planning of the CSM team, ensuring we continue to delight customers, develop our people and grow/scale the business.
- Ensure that reporting and operational activities are handled in a consistent, timely, accurate manner
- Manage critical product segment issues with Business Unit for resolution
- Work in partnership with sales management to achieve and exceed renewal goals.
What you need to succeed:
- Bachelor’s degree or equivalent experience in Marketing or Business
- Demonstrable people management experience including building, leading and managing a technology organization
- Strong interpersonal relationships and desire to work in a complex and fast-paced environment
- Ability to work autonomously, be self-motivated and a strong team leader
- Building and managing relationships at most senior levels with assigned accounts
- Experience driving customer retention initiatives, achieving high retention rates and customer satisfaction
What you'll be responsible for
- 💬
Customer Advocacy and Feedback
Advocate for customers by providing feedback to internal teams on how to better meet customer needs
- 👍🏼
Adoption and Success Management
Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice
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Account Retention and Expansion
Proactively identify opportunities for expansion and limit risk of churn by collaborating with clients to deliver on actions
Skills you'll need
- 👥
Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- 🛎
Service orientation
Actively seeks and develops strategies to help key stakeholders
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
Our Sales team is responsible for generating the revenue needed to fuel Adobe's ongoing growth. They work closely with teams across the globe and are responsible for pipeline analysis and detailed reporting.
Forging strong relationships and delivering value way beyond customers’ expectations — that’s our mission in Sales.
As the team that sells industry-leading Adobe Experience Cloud, Creative Cloud, and Document Cloud solutions to enterprise customers, we’re as comfortable navigating complex organizations as we are working with our individual customers. Join us to nurture long-term relationships, develop account plans for new relationships, and seek out opportunities to help any business become a digital powerhouse.