Sr. Associate Account Management

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results.

 

Role Overview:

This unified role blends inbound sales with customer support, aiming to boost revenue, elevate customer experience, and build usage and outcomes for the customer. It delivers exceptional interactions by leveraging Adobe’s Creative Cloud, Document Cloud, and related solutions.

Core Competencies:

• Customer Excellence: Build meaningful experiences, recognize intent, and resolve issues on first contact for seamless experiences with empathy, fostering loyalty and long-term trust.
• Consultative Digital Selling: Cross-sell and upsell Adobe products tailored to customer needs.
• Retention & Churn Management: Identify at-risk customers and execute proactive retention strategies to boost lifetime value.
• 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: Ability to use data and context to understand customers persona and what performance and experience metrics are required to drive the best outcomes for both customer and Adobe.
• Collaborative Problem-Solving: Ability to team up with other teams to solve problems that require other teams' expertise - such as technical support.
• Creative Workflow Consulting: Guide customers on AI-driven design, ideation, and collaboration best practices.
• Productivity Evangelism: Educate customers on streamlining document workflows to maximize efficiency.
• Licensing & Adoption Guidance: Advise admins on license deployment, scaling, and spend optimization.
• Tech Troubleshooting & Solution Selling: Resolve basic product issues while engaging in consultative sales aligned to customer needs.

 

Key Responsibilities:

• Customer Profiling & Drive Experience: Identify customer personas in real-time, adapt messaging, and build strong relationships through personalized, empathetic interactions.
• Sales & Revenue Growth: Manage inbound sales, achieve targets, and drive cross- sell/upsell opportunities by recommending tailored product bundles to maximize customer value.
• Customer Retention & Value Expansion: Promote product benefits, utilize retention strategies to increase lifetime value through customer aligned offers.
• Product Demonstrations & Expertise: Deliver solution-focused demos, stay updated on Adobe’s offerings, and position products effectively in customer conversations.
• Pipeline & Lead Management: Maintain accurate sales pipelines, sales foresight, and performance reports using Adobe tools.
• Customer Insights & Expansion: Analyse purchase history to uncover growth opportunities and position relevant Adobe solutions.
• Order & Account Management: Support order processing, returns, and Adobe.com account setups, ensuring smooth customer experiences.
• Workflow Consulting & Solutioning: Guide customers on optimizing content production and business workflows using Adobe’s 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.

 

Qualifications:

• Education: Graduate from a reputed university or equivalent experience in a relevant field.
• Experience:• 4-5 years in sales, account management, or customer support, preferably in SaaS or tech industries.
• Strong understanding of pipeline management and experience with CRM tools will be an add on.

 

Skills:

• Language proficiency:• • Excellent communication and interpersonal skills Global English to be C1 or higher using the CEFR framework.

• Working knowledge of Adobe products and experience in Creative Cloud and Document Cloud solutions preferred.
• Data organization skills to manage reports and prioritize high-potential accounts for outreach.
• Proficient in basic technical troubleshooting and consultative sales, with the ability to resolve common product issues and guide customers towards optimal Adobe solutions.

All your information will be kept confidential according to EEO guidelines.