Customer Success Manager - XML Documentation Solution (US Shift)
5d ago

The Opportunity

Adobe is looking for a Customer Success Account Manager (CSAM) to join the Adobe XML Documentation Solution and we are looking for candidates who have a desire to make an impact in the Customer Success and Solutions domain to join our team based out of Bengaluru, India

To succeed, you will need a proven ability to :

Manage the customer lifecycle end-to-end; this would require you to build deep, meaningful relationships as

an advisor to our customers

Identify opportunities to cross-sell and up-sell products (and services) to the customers

Advise customers on onboarding Aspects and implementation strategies

Deliver multiple concurrent projects

Manage multiple client relationships especially working remotely

Interact with a broad level of client contacts from Tech Writers, Managers to Directors

Present complex information in a clear manner, both written and verbal

Advise stakeholders on the setup and management of XML Solution.

Provide basic check of XML activities; including compatibility version check and understanding of the issue.

Work with multiple stakeholders to manage tasks and expectations

Work independently to perform own tasks while providing periodic updates to leadership

What you’ll do :

Work with the Technical writers, Content Managers, Content strategist and Publishing Directors and help them

with onboarding and Implementation you will often be working with multiple customers simultaneously

Understand the content management lifecycle right from authoring, managing, and delivering the content

Understand the Structured Content management system

Understand the SaaS based platforms and different software deployment models

Demonstrate ownership and willingness to deliver projects

Ability to collaborate and work with multiple CSMs, Account Executives & Support teams internally

Accurately document all customer interactions in a case tracking database

Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an

issue on behalf of the customer, and to arrange for a supervisor to mediate in the interaction if deemed

necessary by you or if requested by the customer

Produce regular statuses to Adobe leadership

Demonstrate expertise and provide advisory service on the setup and management of XML Solution

What you’ll need to succeed :

To succeed in this role, you will require :

A bachelor’s degree from a technical course

9+ years of proficiency with an enterprise CMS Solutions like AEM, WordPress, Ixia soft or similar systems

Excellent spoken and written English skills

High emotional intelligence and a customer service mindset

Prior experience working with distributed, international teams

Ability to lead small projects under guidance of a manager, but work independently

Desirable : Experience with additional cloud based CMS systems, Adobe experience manager (AEM) content

creation tools or Adobe DX

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