Technical Support Consultant

Role Overview:

This unified role integrates inbound sales and customer service responsibilities, focusing on driving revenue growth, enhancing customer satisfaction, and fostering long-term retention. The role is designed to deliver exceptional customer experiences while leveraging Adobes SaaS solutions, including Creative Cloud, Document Cloud, and Experience Cloud. This profile ensures a comprehensive approach to customer engagement, revenue growth, and retention, combining the strengths of inbound sales and customer service roles.

Core Competencies

Customer-Centric Mindset: Prioritize customer satisfaction by understanding and resolving issues with empathy and care.

Digital Solution Selling: Proficiency in consultative selling, cross-selling, and upselling Adobes SaaS solutions to meet customer needs.

Retention Strategy & Churn Reduction: Expertise in identifying at-risk customers, designing personalized retention strategies, and increasing customer lifetime value through proactive engagement.

Customer Engagement & Relationship Management: Build meaningful relationships across multiple touchpoints, ensuring a positive and seamless experience.

Effective Communication: Ability to explain billing policies, subscription plans, and account settings while addressing objections tactfully.

Adaptability & Multitasking: Agile in managing diverse customer profiles and high call volumes while maintaining service quality.

Data-Driven Decision Making: Analytical ability to use customer insights, satisfaction metrics, and performance data to refine strategies.

Collaborative Ownership: Work with specialized technical support teams for complex technical issues

Key Responsibilities

1. Customer Identification & Interaction:

Identify customer profiles in real-time using CRM tools during live chats and calls.

Build value-based relationships with customers through personalized engagement.

Manage difficult situations with professionalism and empathy, escalating issues when necessary.

2. Revenue Generation & Growth:

Drive revenue by managing inbound sales inquiries and achieving quarterly sales targets.

Identify opportunities to cross-sell and upsell Adobe products based on customer needs and behavior.

Recommend personalized product combinations or bundles to drive customer satisfaction and revenue.

3. Customer Retention:

Highlight Adobe product features and benefits to encourage retention and satisfaction.

Design personalized retention strategies to increase customer lifetime value.

4. Product Expertise & Demos

Provide product demos for deeper solution-oriented discussions to increase deal size.

• Stay updated on Adobes product offerings, new features, and emerging technologies to provide accurate information and recommendations.
• 5. Pipeline & Lead Management:
• Maintain and manage the sales pipeline using CRM tools, providing accurate forecasts and weekly performance reports.

5. Customer Research & Expansion Opportunities:

Analyze customer purchasing history and contracts to uncover expansion opportunities.

6. Order Processing & Account Management:

Assist with order processing, returns, exchanges, Adobe.com account management, and activation.

Qualifications

Education:

Graduate from a reputed university or equivalent experience in a relevant field.

3-5 years in sales, account management, or customer service, preferably in SaaS or tech industries.

Strong understanding of pipeline management and experience with Salesforce CRM

Skills:

Excellent communication and interpersonal skills to build value-based relationships with customers.

Working knowledge of Adobe products and experience in Creative Cloud solutions is preferred.

Analytical skills to manage reports and prioritize high-potential accounts for outreach.

Success Measures KPIs

Revenue KPIs: Gross ARR, ARR per interaction/transaction, conversion rate, quota attainment.

Customer Satisfaction KPIs: Unified satisfaction, ICX save rate, retention rate.

Operational KPIs: Average handle time (AHT), case resolution time