Customer Success Manager
- Tokyo, Japan
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!
Seeking a technically savvy and customer-centric contributor to join our Customer Success Specialist team. This position will require a rare blend of product expertise, business strategy, and best-in-class service to drive maximum platform value and adoption of solutions within our customer base. The Customer Success Specialist - Marketo Engage will work with leading customers to develop and implement a cohesive approach to utilizing Marketo capabilities to achieve business results. The role includes driving adoption and value realization through delivering deep product expertise, technical advisory, standard methodologies, and product training to customers, as needed. The Customer Success Specialist should have strong digital marketing, marketing automation, and/or campaign management background with strong technical acumen, be highly customer-centric, forward-thinking, analytical, creative, detail-oriented and a team-player.
What you'll do
Help customers realize value from the Marketo by providing deep product expertise, driving insights, and delivering programmatic recommendations
Support the development of strategic use cases, adoption roadmaps, and recommendations to drive Marketo use across a wide range of levels within customer organization, ranging from end-users to executives
Maintain audit processes and documentation to regularly assess client environments for optimal Marketo performance and make recommendations as needed
Support business reviews to senior decision makers and be perceived as a strategic, trusted advisor on the Marketo
Identify areas of opportunity for additional Adobe/Marketo products and services for the customer across platform features, professional services, training, etc.
Define clients' Marketo enablement goals and contribute to the enablement strategy and execution
Advocate on behalf of the customer across the Adobe organization to ensure customer success
Contribute to continual improvement of Marketo value realization playbooks and adoption processes, and gather best practices for re-use across Customer Success Specialist team and broader Adobe organization
Effectively articulate the Marketo within the context of the Adobe Experience Cloud
What you need to succeed
Proven success with digital marketing, marketing automation, and/or campaign management solutions (Marketo, Adobe Campaign, Teradata, Pardot, Unica, Responsys, etc.)
Client services/solution consulting/technical consulting experience, preferably in digital marketing, marketing automation, or campaign management
Track record of successful value delivery and client relationship development; existing relationships across digital marketing ecosystem a plus
Highly organized and able to work collaboratively across a matrix organization to achieve results important to your customers (CSM, Sales, Product, Customer Support, and Customer)
Capable of handling multiple ad hoc requests and rapid turnaround while meeting customer expectations
Ability to learn quickly, be great teammate, and manage change effectively
Excellent executive level communication skills (oral, written, presentation) with ability to explain technical concepts
Familiarity with Adobe Experience Cloud technologies a plus
BA/BS, advanced degree a plus
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