Role Overview
This role combines
Customer Support and Inbound Sales
. You will help customers solve issues, answer questions, and recommend the right solutions to meet their needs.
You will support users of
the largest creative software platform in the world
, helping them get the most out of their tools while delivering a great customer experience,
while helping grow revenue
.
- Customer Excellence: Deliver great customer experiences by understanding needs, showing empathy, and resolving issues quickly.
- Consultative Digital Selling: Recommend the right products and solutions based on customer needs.
- Retention & Churn Management: Identify customers who may leave and help them get more value from their solutions.
- Effective Communication & Agility: Combine exceptional verbal and written communication with active listening and contextual awareness to resolve queries, navigate objections, and adapt to diverse customer profiles while maintaining service excellence.
- Data-Driven Actions: Use available data to better understand customers and improve results.
- Collaborative Problem-Solving: Work with other teams, such as technical support, to solve customer issues.
- Creative Workflow Consulting: Help customers improve how they create, design, and collaborate using creative AI-Powered tools.
- Productivity Evangelism: Educate customers on streamlining document workflows to maximize efficiency.
- Licensing & Adoption Guidance: Help customers manage licenses and get the most value from their subscriptions.
- Customer Profiling & Drive Experience: Identify potential customers in real time. Answer questions and solve issues with the creative software products. Provide friendly and empathetic support. Aim to resolve customer needs during the first interaction.
- Sales & Revenue Growth: Handle inbound sales, meet targets, and recommend the right products or bundles to help customers get the most value.
- Customer Retention & Value Expansion: Review customer history to identify opportunities and recommend the right solutions, while promoting product benefits utilizing retention strategies.
- Product Demonstrations & Expertise: Deliver solution-focused demos, stay updated on creative software offerings, and position products effectively in customer conversations.
- Pipeline & Lead Management: Keep sales leads organized, track opportunities, and update reports using the client tools.
- Order & Account Management: Help customers with orders, returns, and account setup to ensure a smooth experience.
- Workflow Consulting & Solutioning: Guide customers on optimizing content production and business workflows using the software AI-driven solutions.
- License & Seat Optimization: Advise on efficient license management, provisioning, and storage consolidation for streamlined operations.
- Basic Technical Troubleshooting & Solution Fitment: Resolve basic technical issues like admin/install/download swiftly while positioning Adobe’s solutions based on fitment.
- Education: High school diploma (10+2) or equivalent experience.
- Experience: 1–5 years in sales, customer support, or account management, preferably in tech or SaaS. Experience using CRM tools and managing sales pipelines is a plus.
- Communication: Excellent verbal and written communication skills (C1 CEFR Rating)
All your information will be kept confidential according to EEO guidelines.
