DMe Customer Success Manager

Location: New York

Software Guidance & Assistance, Inc., (SGA), is searching for a DMe Customer Success Manager for a contract assignment with one of our premier SaaS clients in New York, NY. This is a hybrid role with 3 days per week onsite.

We are hiring a Senior Customer Success Manager to join our Media and Entertainment team. In this role, you will work with our customers to build strong partnerships, drive adoption of our emerging solutions, and ultimately ensure they realize value from their investment. In addition, you can expect to work closely with a cross-functional ecosystem including Account Executives, Marketing, Consulting 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 renewal readiness, utilization of Adobe solutions, customer health, and satisfaction
• Act 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 Adobe ecosystem team to establish and carry out risk mitigation and improvement strategies.
• Serve as 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.

Required Skills :

• Bachelor's Degree and/or relevant work experience
• 10+ years of related experience in technology success or services (Customer Success, Consulting, Business Development, client-side experience, etc.)
• 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
• Ability 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%)

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 ase 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.

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