Position: Customer Success Manager (NA Region)

Business Unit: Adobe Business Direct

Location: Noida, India

Our company
At Adobe, we’re changing the world. How? We give people the tools to bring their ideas to
life and create content that makes life more fun and work more meaningful. We give
businesses and organizations the power to truly engage their customers. We're the ones
behind the gorgeously designed content that streams across your laptop, TV, phone, and
tablet every day—and we’re the ones who harness the massive power of big data to help
companies move from data to insight and insight to action by delivering content that people
crave most.

We’re a company that understands that product innovation comes from people innovation,
and that’s why we invest in cultivating leaders throughout the organization. If you’re
passionate about leading from where you sit, join us.

The challenge

Customer Success Manager’s engagement kicks in SMB Accounts post-sales of Adobe’s cloud
based solutions. The incumbent is responsible for helping the customer adopt the solution
with ease, optimizing their product experience and guiding him to internal support teams if
need be. He’s expected to identify & close any upsell opportunities within an account he’s
engaged with throughout the year. At the end of the term, the CSM is expected to prepare for
the renewal, guide the customer with any changes to the contract (If reqd) and close the
renewal in time.

What you’ll do

• The incumbent would create value-based relationship with our existing customers post
sales.
• Develop understanding of Adobe's Creative Cloud for Teams, VIP & Renewal Programs,
Conditions of Service, Commercial Terms and Adobe's standards for pricing.

Abhishek Rao, Talent Partner

ragrao@adobe.com | 408.536.32874
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• Research customer contracts and purchasing history in Adobe's various customer
management systems & external sources such as LinkedIn to figure out the expansion
opportunity in an account
• Securing and validating renewal orders, driving maximum renewal & up-selling from the
install base Engage as required, with the supporting functional teams to resolve issues
raised by customers related to their Creative Cloud Subscriptions
• To build strong, trust based relationships with business partners inside and outside the
organization, and to leveraging all available resources to support the business process of
renewals.
• Managing the opportunity pipeline from week to week, providing accurate and timely
updates to management on progress and outlook.

What you need to succeed

• Bachelor’s degree or equivalent

• 3+ years’ experience operating in a similar capacity, directly managing a portfolio of
services contract renewals via direct and indirect channels
• Strong communication skills (both oral and written).
• Strong organization, follow through and documentation skills suitable for client
communication.
• Task-oriented, with focus and drive to complete tasks at hand
• Ability to work independently, learn quickly and be proactive.

Abhishek Rao, Talent Partner

ragrao@adobe.com | 408.536.32874
Page 2 of 3
What leading at Adobe means

At Adobe, we’re passionate about developing leaders at all levels of the organization from
individual contributors to people managers. Anyone who’s considering a career with us
should know that we evaluate leadership based on these five capabilities:

• Demonstrating Strong EQ (Be Aware) – Having a keen sense of self awareness is the
foundation of leadership at Adobe. Whether you’re an individual contributor or a people
manager, you’re someone who’s empathetic and mindful of your impact on others.
• Selecting Talent (Be a Recruiter) – You’re a guardian and an ambassador for selecting
talent at Adobe! You recommend and recruit only the best. You embrace diversity of
ideas, experiences and working styles because you know that diverse teams drive better
business results.
• Role Modeling Check-In (Be a Coach) – We don’t believe in annual reviews and rankings.
That’s why, feedback flows constantly at Adobe. To succeed, you’ll meet frequently with
your manager to receive ongoing feedback, set challenging performance expectations,
and pursue continuous development opportunities.
• Leading change (Be an Agent of Change) – You readily adapt to business changes.
Ambiguity or uncertainty never seems to stop you from working productively. You’re
maniacally focused on execution and you’re always looking at new approaches to
resolving issues.
• Scaling the Business (Be an Owner) – You approach your role as if you own the business.
The buck stops with you. Your goal is to always deliver an exceptional customer
experience by listening to feedback and continuously looking to improve efficiencies.

Adobe’s Worldwide Field Operations

Adobe’s Worldwide Field Operations provides customers with the products, services,
solutions, and support they need to make, manage, measure and/or monetize their digital
assets. Worldwide Field Operations includes Worldwide Sales, Reseller partnerships, Partner
Sales, Technical Services, Customer Care, Sales Operations, and the Adobe Worldwide
eCommerce organizations.

See what our employees have to say about their careers in Adobe’s Worldwide Field
Organization in this video.

Abhishek Rao, Talent Partner

ragrao@adobe.com | 408.536.32874
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