Job Description

Software Guidance & Assistance, Inc., (SGA), is searching for a Solutions Customer Success Manager (Adobe Experience Manager) f or a CONTRACT role with one of our premier SaaS clients in a 100% Remote role.

The Solution Customer Success Manager (AEM) will be responsible for both customer-facing project work supporting Value and Adoption of Adobe products, as well as internal team project management supporting numerous workstreams driving program growth and ongoing support. You will use strong executive presence and solid project management skills, and have a deep understanding of digital marketing, applying diverse sources of information, especially business trends and metrics, towards innovative customer experiences and program management.

Responsibilities:

• Accountable for leading Value Realization project work with Customers, inclusive of all aspects of project work (planning, delivery and follow-up , focused on documenting value attainment/measurable impact).
• Act as the central point of contact throughout each individual project, defining measurable short-term engagement plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels
• Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align and track customer business goals
• Drive adoption of Adobe Experience Manager products - using playbooks to drive incremental value to the customer
• Be the voice of the customer internally - sharing strategic use-cases, process improvements and asks back into the internal ecosystem
• Participate in ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers' success
• Support Program Governance/Management - partner with leadership team to ensure program goals and initiatives are documented, workstreams are on track, and deliverables are documented and logged in requisite repositories.
• Support Process for activating new internal and quarterly priorities and managing backlog - ensuring initiatives are crafted to meet predefined business objectives.
• Weekly and Monthly reporting - Maintain/deliver pre-established weekly and monthly reporting for the organization.
• Support Team Meetings/Communications - partner with leadership team on weekly and quarterly meetings i.e. Quarterly All Hands)

Required Skills

• 10+ years of Customer Success experience in Software as a Service, Digital Marketing (Analytics and Customer Journey Analytics Preferred)
• Knowledge of Adobe Experience Manager
• Passion for driving customer success and measurable outcomes with and demonstrated success advising customers to deliver business value
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnership
• Strong consulting skills
• Ability to prioritize, multi-task, and perform under pressure
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Existing knowledge of software in digital marketing and/or digital media space, including data platforms, content management and customer journeys
• Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
• Validated experience with account planning & customer success plans, including leading and facilitating executive meetings and workshops
• Effective at leading executive C-level discussions and presentations
• Flexibility to travel if required

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 .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company EEO page to request an accommodation or assistance regarding our policy

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