Customer Success Manager (AEM Guides) job opportunity at Adobe.

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DatePosted 30+ Days Ago bot
Adobe Customer Success Manager (AEM Guides)
Experience: 10-years
Pattern: full-time
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loacation Bangalore, India
loacation Bangalore....India

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 Title: Customer Success Manager (AEM Guides) 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 Managers 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 Sr. Customer Success Manager  to join our team.  AEM Guides  is Adobe’s cloud-native Component Content Management System (CCMS), and we are looking for passionate  Technical Communication and Content Strategy  professionals who will work with our customers to help them derive the best use of structured content and DITA standards. In this position, you will be a trusted advisor, working with customers to fine-tune their technical documentation strategies and ensure their success. You will partner with the customer through their lifecycle and work to dev elop and grow the account. In this role, you will be responsible to: Provide consulting services in the domains of   Structured Content Strategy, DITA (Darwin Information Typing Architecture), and Technical Documentation technolo gies. Manage client relationships – especially working remotely to assess client maturity and satisfaction within the CCMS ecosystem. Interact with a broad level of client contacts – f rom  Documentation Managers and Information Architects to Directors of Technical Comm unication and Content Operations. Present complex technical & functional information in a clear manner, covering aspects like XML authoring, publish ing pipelines, and content reuse. Manage multiple customers (and engagements) concurrently. Identify growth opportunities – identify opportunities to both upsell & cross-sell on your accounts by identifying adjacent content needs (e.g., Marketing, HR, or Legal documentation). What  You'll Do Customer Relationship M anagement:  Building and maintaining strong relationships with customers, understanding their complex content lifecycles, and ensuring satisfaction. Technical Expertise:  Demonstrating a deep understanding of AEM Guides, including  DITA standards, XML authoring, API integrations, and automated publishing workflows. Product Adoption:  Assisting customers in effectively implementing and adopting AEM Guides, ensuring they achieve "Time-to-Value" by optimizing their documentation migration and review workflows. Business Acumen:  Understanding the customer's business goals (e.g., reducing support tickets through better docs) and leveraging that knowledge to provide strategic guidance. Product Feedback:  Gathering customer feedback on technical gaps (e.g., Web Editor enhancements or PDF templates) and providing insights to Product Engineering to drive the roadmap. Renewals and Expansion:  Managing the renewal process and identifying opportunities for upselling additional licenses or features (like Native PDF Publishing) to drive revenue growth. Strategic Reviews:  Delivering high-impact  Executive Business Reviews (EBRs)  and Strategic Business Reviews (SBRs), conducting product demos, and sharing "Best Practices" for structured content. What You Need To Succeed A combined  7-10 years  in the domain of  Technical Communication, CCMS, SAAS or Content Technologies  with responsibilities in solution consulting or post-sales and customer success. Ability to develop deep product and technical ecosystem knowledge (AEM, DITA-OT, XML). A good understanding of the  Structured Content/Technical Docs market ; experience managing complex content migrations or XML-based workflows is a significant bonus. A strong empathy for customers AND a passion for revenue and growth. Strong leadership skills with the proven ability to influence stakeholders ranging from technical writers to C-level executives. An analytical and process-oriented mindset supported by excellent communication and presentation skills. A Bachelor’s / Master’s degree in Business Management, Engineering, Technical Communications, or relevant fields. A minimum of  3-4 years  of demonstrated exceptional customer management for enterprise software. Adobe is proud to be an  Equal Employment Opportunity  employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law.  Learn more. Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email  accommodations@adobe.com  or call (408) 536-3015.

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