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Principal Customer Success Manager - Adobe Learning Manager (LMS)

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Adobe

16d ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Product
  • Bangalore

AI generated summary

  • You need 12+ years in customer management, LMS experience, strong leadership, product knowledge, analytical mindset, and excellent communication skills, ideally with a business or engineering degree.
  • You will manage client relationships, provide consulting on learning technologies, ensure product adoption, identify growth opportunities, gather feedback, and handle renewals while delivering presentations.

Requirements

  • Relevant experience in learning technologies to consult with additional sales/post-sales and solution consulting responsibilities.
  • 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 compassion 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/ 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 12 years of demonstrated exceptional customer management.

Responsibilities

  • Provide consulting services in the domains of learning design and technologies.
  • Lead 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
  • Handle multiple customers (and engagements) concurrently.
  • Identify growth opportunities – see opportunities to both upsell & cross-sell on your accounts.
  • Customer Relationship Management: Building and maintaining strong relationships with customers, understanding their needs, and ensuring their satisfaction with the product & services.
  • Technical Expertise: 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 enhancing the value they derive from it.
  • Business Acumen: Having a strong understanding of the customer's business goals, challenges, and industry trends and demonstrating that knowledge to provide strategic mentorship 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: Handling 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.

FAQs

What is the job title for this position?

The job title for this position is Principal Customer Success Manager - Adobe Learning Manager (LMS).

Where is this position located?

This position is located in Bangalore and operates in a hybrid format.

What are the shift timings for this role?

The shift timings for this role are from 4 PM to 1 AM IST.

What are the primary responsibilities of the Principal Customer Success Manager?

The primary responsibilities include providing consulting services in learning design and technologies, building client relationships, presenting technical information effectively, managing multiple customers, and identifying growth opportunities.

What qualifications or experience is required for this role?

Candidates should have relevant experience in learning technologies, deep product and technical ecosystem knowledge, experience with LMS or L&D programs, strong leadership skills, and a minimum of 12 years of demonstrated exceptional customer management.

Is experience in the eLearning market necessary for this role?

While it is not mandatory, having a deep understanding of the eLearning market and experience in administering LMS or managing L&D programs will be considered a bonus.

What should candidates possess regarding technical expertise?

Candidates should demonstrate a deep understanding of the product's technical aspects, including API integration use cases, and the ability to recommend solutions based on customer use cases.

What is the company’s stance on diversity and inclusion?

Adobe is proud to be an Equal Employment Opportunity and affirmative action employer that does not discriminate based on gender, race, national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable protected characteristics.

How does Adobe handle employee accommodations?

Adobe aims to make its website accessible and if you have a disability or special need that requires accommodation to navigate the website or complete the application process, you can email accommodations@adobe.com or call (408) 536-3015 for assistance.

What is the role of the Principal Customer Success Manager concerning product feedback?

This role involves 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.

Will the Principal Customer Success Manager be involved in sales activities?

Yes, the role involves handling the renewal process and identifying upselling and cross-selling opportunities to drive revenue growth, closely working with the sales team.

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Adobe

Technology
Industry
10,001+
Employees
1982
Founded Year

Mission & Purpose

Adobe is the global leader in digital media and digital marketing solutions. Our creative, marketing and document solutions empower everyone – from emerging artists to global brands – to bring digital creations to life and deliver immersive, compelling experiences to the right person at the right moment for the best results. In short, Adobe is everywhere, and we’re changing the world through digital experiences.