Job description 

The challenge 

The role is to assist in managing current customers to ensure they drive value from their investment in Adobe’s Digital Experience suite of products and; to assist in identifying, capturing and driving value and to assist sales in generating revenue opportunitiesbesides successful renewals.  

What you’ll do:  

The primary KPIs for a CSM are ‘Customer Value’ and ‘Product Adoption’ leading to ‘Revenue Retention’ and ‘Account Growth’.  

As an Adobe Digital Experience CSM, you will own the relationship between Adobe and a portfolio of Digital Experience clients specific to BFSI Industry, whose solutions may include Adobe Analytics, Adobe Target, Adobe Experience Manager, Adobe Campaign, Adobe Commerce, Adobe Marketo, Adobe AEP & RTCDP (real time data platform), and Adobe Workfront. 

Adobe CSM's have a passion for digital and client satisfaction. They act as the Value driver leads for BAU and new initiatives once a client is won, understand the customer's business objectives and tailor engagements to meet their specific needs. 

Responsible for ensuring that the customer fully utilizes its Adobe products and garners the maximum business value possible from this investment. 

Collaborate with customers to identify opportunities for account expansion. 

Successful CSMs are technology-savvy individuals who have extensive experience in digital marketing and know the value of analytics and optimization in driving digital strategy.  

Produce quarterly business review reports for the customer and Adobe Leadership Team.  

They work directly with our customers to understand business, technical, and reporting requirements and to develop engagements to ensure success.  

They coordinate with Adobe internal teams to ensure customer success.  

Ensuring that the customer is aware of new technology functionality associated with acquisitions or new product releases.  

Ensure that the customer can participate in Adobe events should they desire. 

What you need to succeed:  

12+ years either client-side or agency with exposure to digital analytics (Adobe Analytics or Google Analytics); SEO, SEM, Email Marketing, Website production and a general interest in the technologyand how digital technology has changed the global business stage  

BFSI industry experience  

Master’s degree in Business, Marketing, Business Administration, Communications, IT/Technology  

Experience on Adobe technologies specificallAnalytics and Campaign is a plus 

Strong written and verbal communications skills  

Demonstrated exceptional customer and relationship management skills. 

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. As a leader, we look to you to inspire teams to greatness with empathy and mindfulness of your impact on others from interns to the Board of Directors. Whether you’re in headquarters, New York, London, Tokyo or Bangalore, you’re attuned to emotional, situational and cultural surroundings and adapt your approach accordingly.  

Selecting Talent (Be a Recruiter) – You’re on top of current and future talent needs as the business evolves because one of your key goals is to build high-performing teams. You do so by adopting a rigorous approach to hiring superior talent and are intentionally inclusive to attract a diversity of ideas and experiences.  

Role Modeling Check-In (Be a Coach) – We don’t believe in annual reviews and rankings. That’s why, feedback flows continually at Adobe. You’re an inspirational and effective coach; a leader who discusses expectations, feedback and development regularly with your direct reports. To succeed in this role, you’ll need to address performance gaps early and effectively and be open to seeking feedback from others to improve your performance and your team’s.  

Leading Change (Be an Agent of Change) – Change leadership is what you do! You proactively identify opportunities to align team goals with organizational change. You’re great at building support for change because you communicate with conviction, and you help those around you to see both the rationale and mechanics of business changes and how to adapt accordingly.  

Scaling the Business (Be an Owner) – You’re someone who sees and understands the vision of the company. You’re able to articulate business strategy and develop business processes, systems and structures to make performance sustainable. Your mission is to deliver an exceptional customer experience by promoting shared goals and driving accountability.