Customer Success Manager - Software Guidance and Assistance : Job Details

Software Guidance & Assistance, Inc., (SGA), is searching for an Sr. Customer Success Manager for a Contract assignment with one of our premier SaaS clients in New York, NY. We are seeking a Customer Success Manager to work in our Digital Media team to service large Advertising Agency and SI customers. In this role, you will work with our customers to build strong partnerships, drive adoption of our emerging solutions like Adobe Firefly, Adobe Express and Acrobat AI Assistant, and ultimately ensure they realize value from their investment. In addition, you can expect to work closely with a cross-functional Adobe ecosystem including Account Executives and product specialists to develop new value propositions, build awareness, and reveal new growth opportunities. Our team is fueled with a real passion for innovation, growth, and a steadfast dedication to making our customers successful. We hire multifaceted, passionate, and creative individuals who thrive in fast paced environments. Responsibilities:

• Be accountable for Customer's overall success, including utilization of Adobe solutions, customer health and satisfaction and renewal readiness.
• ct as the main point of contact throughout the Customer post-sales lifecycle, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.
• Collaborate with senior level account collaborators to efficiently implement the customer's strategy and roadmap.
• Deliver an exceptional customer experience through proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to meet customer business goals.
• Inspire 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 partner with the ecosystem team to establish and carry out risk mitigation and improvement strategies.
• Relay the voice of the customer internally - sharing strategic use-cases, process improvements and asks back into the internal ecosystem.
• Lead ongoing initiatives that help continuously improve our approach and effectively secure our customer's success.

• Bachelor's Degree and/or relevant work experience
• 10+ years of related experience in the advertising agency space and/or technology services (Customer Success, Consulting, Business Development, client-side experience, etc.)
• Knowledge of the Advertising and/or Professional Services industries
• Passion for driving customer success and measurable outcomes
• Shown effectiveness handling a portfolio of large, complex, and strategic enterprise customer accounts at a senior level
• Exceptional interpersonal, presentation, and communication skills, both verbal and written
• bility to prioritize, multi-task, and perform under pressure
• Strong communication and social skills, with the ability to navigate and mediate conflict and cultivate joint partnerships
• Existing knowledge of software in digital marketing and/or digital media space
• Expert at Program Management within large organizations, helping to inspire change across groups by engaging key partners
• Validated experience with account planning & customer success plans
• Effective at leading executive C-level discussions, presentations, meetings, and workshops
• Flexibility to travel (approx. 20%)
• Familiarity with Adobe Creative Cloud tools like Photoshop, Illustrator, InDesign, as well as Adobe Firefly and Adobe Express a big plus.

• 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.