Principal Customer Success Manager

Job Title:  Principal Customer Success Manager (Adobe Learning Manager)

Location: Bangalore (Mode of work: Hybrid)

Region: NA

Shift: EST time zone, 5 p.m.–2 a.m. IST 

 Our Company 
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!

Job Description

Ensures that the customer is satisfied with company projects and services. Works closely with Sales Account Manager and oversees day-to-day relationships with clients. Ensures that schedules and budgets are met according to contractual agreements. Works with clients to cultivate future projects and qualify new opportunities. Consults with other team members (Product management /Engineering/services/support/sales) to be sure mutual objectives are met.

The Opportunity

We are looking for a Techno-functional  Principal  Customer Success Manager to join our team. Adobe Learning Manager is Adobe’s Learning Management System (LMS), and we are looking for passionate learning technology professionals who will work with our customers to help them derive the best use of the LMS.

In this position, you will be a trusted advisor, working with customers to fine-tune their learning and development strategies and ensure their success. You will partner with the customer through their lifecycle and work to develop and grow the account.

To succeed, you will need a proven ability to: candidates who desire to make an impact in the learning & development and technology domain to join our team based out of Bengaluru, India.

In this role, you will:

In this role, you will be responsible to:

• Provide consulting services in the domains of learning design and technologies. 

• Manage client relationships – especially working remotely to assess client maturity and satisfaction. 

• Interact with a broad level of client contacts – from Learning Managers to CLOs and Directors

• Present complex technical & functional information in a clear manner, both written and verbal

• Manage multiple customers (and engagements) concurrently. 

• Identify growth opportunities – identify opportunities to both upsell & cross-sell on your accounts. 
   

What You'll Do

In this role, you will be responsible to:

•  Customer Relationship Management: Building and maintaining strong relationships with customers, understanding their needs, and ensuring their satisfaction with the product & services. 

• Technical Expertise & Maturity : Demonstrating a deep understanding of the product and its technical aspects, including API integration use cases, understanding customer use cases, and recommending solutions. 

• Product Adoption: Assisting customers in effectively implementing and adopting the product, ensuring they achieve their desired outcomes and maximizing the value they derive from it. 

• Business Acumen & Ownership : Having a strong understanding of the customer's business goals, challenges, and industry trends and leveraging that knowledge to provide strategic guidance and align the product with their objectives. 

• Product Feedback and Enhancement: Gathering customer feedback, analyzing trends, and providing valuable insights to the product development team to drive continuous improvement and enhance the product's features and functionality. 

• Renewals and Expansion: Managing the renewal process by engaging with customers to ensure contract renewals. Identifying opportunities for upselling and cross-selling products or additional features to existing customers, working closely with the sales team to drive revenue growth, and advocating for the product's value proposition. 

• Proficiency in delivering seamless presentations for Strategic Business Reviews (SBRs), conducting Training sessions, product demos covering API offerings, and sharing Best Practices with new and existing customers. 
  
  What You Need To Succeed
  To be successful in this role, you will possess:

•  A combined 12-15 years in the domain of customer relationship, preferably learning technologies to consult with additional responsibilities in sales/post-sales and solution consulting. 

• Ability to develop deep product and technical ecosystem knowledge. 

• A deep understanding of the eLearning market and experience administering LMS’ or managing L&D programs will be a bonus. 

• A strong empathy for customers AND passion for revenue and growth

• Strong leadership skills with proven ability to influence inside and outside of the organization. 

• An ability to manage or influence through persuasion, negotiation, and consensus building. 

• An analytical and process-oriented mindset supported by excellent communication and presentation skills. 

• A Bachelor’s / master’s degree in business management/engineering or relevant fields. 

• A minimum of 7-10  years of demonstrated exceptional customer management.