Senior Customer Success Manager, Latam

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Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours

Customer Success Managers (CSM) lead the post-sales experience at Adobe, driving active use and value realization on our customers’ technology investments. CSMs are responsible for ensuring the overall success for a portfolio of accounts and are adept at building a consultative relationship with the key leaders within that portfolio. Successful CSMs are technology-savvy individuals who have experience with Adobe solutions such as Adobe Creative Cloud and Adobe Document Cloud with a clear understanding of the value of those solutions in driving business strategies and workflows. It is essential that CSMs eagerly understand the business climate, strategic goals, and internal workflows of the enterprise customers we serve. For this position, we are seeking an individual to cover our strategic customers in Latin America region. The CSM position includes all of the following aspects:
Customer relationship management
Project management
Customer-facing presentations
Product adoption and usage
Cultivation of future projects
Qualification of new opportunities
Frequent interaction with customers, from executives to end users Sr. CSM capabilities
Growing relationships to encompass multiple parts of a customer's organization, leading discovery conversations with key partners that help identify and validate requirements and business objectives
Acquiring deep understanding of customer health by viewing multiple sources of data, taking the lead on driving turnaround plans, while accelerating activities as needed to achieve resolution
Actively participates in cross-functional account planning - supplying information on customer maturity and adoption to help plan for account retention and growth
Using the Adobe ecosystem in a strategic way to ensure that comprehensive customer feedback is taken into account, and engages product teams to share this feedback
Ensuring that goals are priorities are understood by all team members, seeking out other teams to work with that have complementary skills and expertise, holding people accountable
Actively driving adoption activities and value to key customer priorities, using critical thinking skills and experience to drive actions and plans required for resolution
Exploring appropriate sources of information throughout the ecosystem for answers to questions, demonstrating sophisticated skills and insights into compiling and assessing key information, while proactively initiating discussions on issues before they become problematic
Delivering communication that is appropriate for leadership, whether it is written, verbal, or through a presentation (exec level), sharing complicated ideas capably, carefully choosing the best medium to improve impact Requirements
Knowledge about Latin America's market and culture
Proficiency in Spanish and English, written and verbal. Portuguese will be a plus.
Own customer success across the digital media investment for each assign customer, actively driving long-term customer value
Ability to travel - under normal conditions, monthly customer travel is typical
Self-motivated, collaborative, very responsible, and passionate about high performance
Energized by Adobe innovation across our entire portfolio of solutions
Exceptional customer skills validated from previous employment with validated track record of efficiently handling customer relationships and technical projects
4-year college degree or equivalent
4-8 years relevant work experience in enterprise environment
Strong experience with Adobe’s Digital Media Solutions (Creative Cloud & Document Cloud) as well as with Admin Console

**Advanced knowledge of one or more key digital media workflows**: graphic design, photography, illustration; UI/UX; video production; content and asset management; 3D, AR/VR; WIP creative collaboration

At Adobe, you will be immersed in an outstanding work environment that is recognized throughout the world on Best Companies lists You will also be surrounded by colleagues who are committed to helping each other grow through our special Check-In approach where feedback flows freely.
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