What are the responsibilities and job description for the Sr. Customer Success Manager position at Software Guidance & Assistance?
Job Description
Software Guidance & Assistance, Inc., (SGA), is searching for a Sr. Customer Success Manager for a Contract assignment with one of our premier SaaS clients in New York, NY. The Manager is also open to 100% Remote!
Customer Success Managers (CSM) lead the post-sales experience. 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 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 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. Our team is fueled with a real passion for innovation, growth, and a relentless dedication to making our customers successful.
Responsibilities :
Required Skills:
SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .
EEO Employer: Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status.
Customer Success Managers (CSM) lead the post-sales experience. 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 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 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. Our team is fueled with a real passion for innovation, growth, and a relentless dedication to making our customers successful.
Responsibilities :
- Accountable for Customer's overall success, including renewal readiness, adoption of Adobe 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 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 Adobe solutions to accelerate and advance their creative process
- Identify Customer risk, and work with extended team to create and execute on "get well plans
- Be the voice of the customer internally 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
Required 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
- 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 Adobe's Digital 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
SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .
EEO Employer: Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status.
Salary : $95 - $105