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.

About the Role

The role focuses on enhancing customer experiences while driving sales and retention through consultative approaches and effective communication.

Responsibilities

• 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.

Qualifications

• Education: 10+ 2 or equivalent experience in a relevant field.
• Experience: 1-5 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.

Required 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.

Preferred Skills

• Experience in SaaS or tech industries.
• Strong understanding of pipeline management.

Pay range and compensation package

Industry standard

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices.