Sr. Associate - Sales & Retention

Company Description:

Sutherland is a global leader in business and digital transformation. Over the last 38 years, we have partnered with some of the most respected and future-forward companies to drive revenue growth, boost operational efficiency, and enable innovative business models.

Job Description:

Role Overview

This role combines Customer Support and Inbound Sales. You will help customers solve issues, answer questions, and recommend the right solutions to meet their needs.

You will support users of the largest creative software platform in the world, helping them get the most out of their tools while delivering a great customer experience, while helping grow revenue.

• Customer Excellence: Deliver great customer experiences by understanding needs, showing empathy, and resolving issues quickly.
• Consultative Digital Selling: Recommend the right products and solutions based on customer needs.
• Retention & Churn Management: Identify customers who may leave and help them get more value from their solutions.
• 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: Use available data to better understand customers and improve results.
• Collaborative Problem-Solving: Work with other teams, such as technical support, to solve customer issues.
• Creative Workflow Consulting: Help customers improve how they create, design, and collaborate using creative AI-Powered tools.
• Productivity Evangelism: Educate customers on streamlining document workflows to maximize efficiency.
• Licensing & Adoption Guidance: Help customers manage licenses and get the most value from their subscriptions.
• Tech Troubleshooting & Solution Selling: Resolve basic technical issues while recommending the best solutions for customers.

Key Responsibilities:

• Customer Profiling & Drive Experience: Identify potential customers in real time. Answer questions and solve issues with the creative software products. Provide friendly and empathetic support. Aim to resolve customer needs during the first interaction.
• Sales & Revenue Growth: Handle inbound sales, meet targets, and recommend the right products or bundles to help customers get the most value.
• Customer Retention & Value Expansion: Review customer history to identify opportunities and recommend the right solutions, while promoting product benefits utilizing retention strategies.
• Product Demonstrations & Expertise: Deliver solution-focused demos, stay updated on creative software offerings, and position products effectively in customer conversations.
• Pipeline & Lead Management: Keep sales leads organized, track opportunities, and update reports using the client tools.
• Order & Account Management: Help customers with orders, returns, and account setup to ensure a smooth experience.
• Workflow Consulting & Solutioning: Guide customers on optimizing content production and business workflows using the software 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: High school diploma (10+2) or equivalent experience.
• Experience: 1–5 years in sales, customer support, or account management, preferably in tech or SaaS. Experience using CRM tools and managing sales pipelines is a plus.
• Communication: Excellent verbal and written communication skills (C1 CEFR Rating)

Additional Information:

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