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CSM Operations Analyst

3 - 7 yrs
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Not Disclosed by Recruiter Openings: 1 Posted 30+ days ago Job Applicants: 23 Job Views: 149

Job Description

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    This position is part of the Adobe Global Services (AGS) CSM Operations (CSM Ops) team and is mainly responsible for fulfilling requests to ensure customer accounts, systems, or product queries or updates are completed by defined SLA terms. The ideal candidate should be highly motivated to work with our AGS team to support their requests and identifying methods to increase account activity efficiency. In addition, they should be able to foster a collaborative environment in a cross - functional organization.

    What you ll do

    Successful CSM Operations Specialist candidates have a proven track record of achievement in the following areas:

    Ability to work with multiple systems at once

    Prior understanding of Americas as a region.

    Update account, product, and system settings in bulk or manual methods.

    Query and summarize customer usage data on scheduled or ad hoc requests.

    Engage other Adobe team members to resolve tasks. This includes working with Credit/ Invoice, Order Management, Finance, Consulting, Customer Service or Consulting.

    Audit accounts

    Query product usage reports.

    Continuously interact with Account Teams to identify opportunities to improve customer product and service experience.

    Maintain high levels of satisfaction and engagement among key stakeholders from Account teams

    Provide timely account or issue executive summary status reporting both to customers and customer success teams

    Collaborate with Account teams to identify, strategize and close upsell and cross - sell opportunities

    Contribute internally to the Account team, share knowledge and best practices with team members, contribute to internal projects and initiatives, and serve as a Subject Matter Expert (SME) for specific domain or process area

    Skills/ Education:

    Must be a Graduate.

    Self - managed, responsive, and dedicated to client success.

    Excellent organizational and communication skills - both verbal and written.

    Ability to work efficiently on MS Office applications Excel, PowerPoint, Word.

    Demonstrated ability to deal with change and be a team player.

    Understand customer business objectives and provide inputs that help drive Customer Success Outcomes

    Engage with onsite Customer Success Manager teams as part of a blended team with other resources aligned to the account

    Co - create a customized plan that aligns corporate goals, key business measures / KPIs, and a practical implementation path.

    Strong self - starter with the ability to build, develop and manage relationships with internal teams and assigned customer

    Flawlessly execute activities, with high attention to detail, organization and process.

    Strong communication and interpersonal skills, with the ability to effectively navigate, mediate conflicting viewpoints and foster dialog

    Help to optimize, implement and manage the processes and tools to drive overall efficiency and productivity across the team, while ensuring a great customer experience

    Demonstrated ability to communicate, present and influence credibly and effectively at various levels of the organization

    Strong teamwork and facilitation skills with the ability to:

    Balance conversations within groups

    Offer suggestions and improvements to process and work effectively with all personalities.

    Genuine interest and passion for learning

    Displays Professional behavior and strong work ethics

    Strong business acumen and curiosity about the customers business

    Ability to work in the Americas time zone (Night Shift)

    At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check - In approach where ongoing feedback flows freely. We re passionate about cultivating great leaders throughout the organization and we understand that product innovation comes from people innovation.

    Required Candidate profile

    Saas Reporting, MIS Reporting

Salary: Not Disclosed by Recruiter

Industry: IT-Software, Software Services

Functional Area: ITES , BPO , KPO , LPO , Customer Service , Operations

Role Category:Voice

Role:Associate/Senior Associate -(NonTechnical)

Employment Type: Full Time, Permanent



UG: Any Graduate - Any Specialization

PG:Post Graduation Not Required

Company Profile:


Established in Year 2000, VARITE is now an accomplished custom software development and outsourced solutions company, providing array of customized onshore, nearshore and offshore technology solutions, to Fortune 1000 companies, globally. With headquarters in San Jose, CA, and through its subsidiaries: VARITE CANADA INC (Toronto, ON) and Offshore Delivery Center (ODC) - VARITE INDIA (P) LTD (Gurgaon, near New Delhi) , VARITE is enabling its customers to execute their technology initiatives globally, by providing cost effective custom software development services, and outsourced technical solutions for the projects. n VARITE is actively engaged in providing high impact custom software development, integration, deployment and implementation services in the domain of core networking, network storage, virtualization, VOIP, Service - Oriented Architecture (SOA) , Enterprise Application Integration (EAI) , Enterprise Resource Planning (ERP) , Enterprise Security, Datawarehousing, Business Intelligence, Mobile and Wireless Systems, and Web Services
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