Support Plan Product Sales Specialist

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. 

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

 

The Opportunity

As large enterprises invest in Adobe solutions, they often require personalized and advanced technical support and technical account management (TAM) services to meet their objectives. We provide paid support options to these customers to meet those needs. As the Adobe team improves these offerings and as Sales teams present them to customers, assistance is often needed to help customers understand how a paid support plan will help them succeed.

Support Plans are an Adobe product and are available on a paid subscription basis. The Support Plan Product Sales Specialist is part of the global Adobe Support Plan team for Digital Media and is an upbeat professional who helps our Sales team and our customers match needs with the right support plan. Based on their interactions, they also suggest and drive improvements to the paid support product and associated tools, technologies and procedures.

What you'll Do

• Partner with the Adobe Field Sales organization to sell paid support offerings to eligible customers who would benefit from this service. Be a primary point of contact for questions from the field.
• Help Sales position Support Plans with prospects and join customer calls to describe the value and plan components. Share examples of use cases and success stories with customers to demonstrate the value of this program given their needs.
• Build enablement materials and conduct training to ensure capability and consistency.
• Engage with the Delivery organization to deliver against the customers’ expectations and ensure commitments are detailed and communicated.
• Monitor support plans forecasted in the sales pipeline and work with the Account Executive working on the deal to mitigate risks and move it to closure
• Carry and meet a quota by helping the Field Sales team achieve their paid support sales targets through adding paid support to new customers, growing existing accounts, and upon renewal.
• Work with Sales and other Adobe team leadership in a business development effort, innovating ways to drive support plan sales

What you need to succeed

• Prior experience in a customer-facing enterprise software consulting or services sales role, with a record of achieving quota and other objectives.
• Understanding of enterprise-level support services and paid support plan components and value proposition.
• Knowledge of enterprise software development lifecycle from a Services selling standpoint is crucial.
• Experience in the Creative industry is helpful, as is knowledge of SaaS and Desktop applications.
• Knowledge of large, global field organizational structure.
• Ability to rapidly assess Customer environments from a business process, organizational and technological perspective and optimally communicate opportunities for growth.
• Experience working within matrixed teams to identify, detail and close engagements.
• Ability to collaborate across multiple Adobe teams to build and implement complex account strategies, sales, and renewals plays.
• Act as a point of escalation for Customers and Sales on delivery issues raised during the sales process and work with leadership to find appropriate resolution.
• Excellent team interaction, verbal and written communication skills as well as reporting and presentation expertise.
• Strategic problem solver around business, product, and challenges as you support the field and customers to realize the investment, efficiencies, advantages, and innovation available from the Support Plan offering.

Our compensation reflects the cost of labor across several  U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $100,100 -- $180,000 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compen