Sr. Customer Success Manager

Pay Range: $90-100/hr

Duties:

• Customer Success Managers (CSM) lead the post-sales experience at Client. In this role, you will work with our customers to build strong partnerships, drive adoption of our products/solutions, and ultimately ensure they realize value from their investment. In addition, you can expect to work closely with a cross-functional Client ecosystem including Account Executives, Marketing, Consulting and Product specialists to develop new value propositions, build awareness and reveal new growth opportunities. Successful CSMs are technology-savvy individuals who have experience with Client solutions such as Client Creative Cloud and ClientDocument Cloud with a clear understanding of the value of those solutions in driving business strategies and workflows. Our team is fueled with a real passion for innovation, growth, and a relentless dedication to making our customers successful.

The CSM position includes all of the following aspects:

• Accountable for Customer’s overall success with Client, including renewal readiness, adoption of Client solutions, customer health, and satisfaction
• Act as a trusted Customer point of contact throughout the Customer’s lifecycle, define measurable success plan with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels
• Effectively network within accounts to achieve successful execution of the customer’s strategy and roadmap
• Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to align, track and evolve customer business goals
• Drive adoption of Client Digital Media products using data to provide insights and progress from baseline through the maturity curve
• Foster innovation and thought leadership by sharing resources and new ways your customers can use Client solutions to accelerate and advance their creative process
• Identify Customer risk, and work with extended Clientteam to create and execute on “get well plans
• Be the voice of the customer internally at Client sharing strategic use-cases, process improvements and asks back into the internal ecosystem
• Contribute to the ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customer’s success

Skills:

• Passion for driving customer success and measurable outcomes
• Proven effectiveness managing an account portfolio of large, complex, and strategic accounts at a senior level
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Ability to prioritize, multi-task, and perform effectively under pressure
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster joint partnerships
• Existing knowledge of software in digital marketing and/or digital media space
• Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
• Tried effectiveness at leading and facilitating executive meetings and workshops
• Validated experience with account planning & customer success plans
• Effective at leading executive C-level discussions and presentations.

Education:

• Bachelor’s Degree and/or relevant work experience
• 5-10 years of related experience in technology (Customer Success, Consulting, Business Development, Sales Engineering, client-side experience, etc.)
• Strong experience with Client’sDigital Media Solutions (Creative Cloud & Document Cloud)
• 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

VARITE INC