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 DescriptionRole 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.
- 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.
Skills Required
- High school diploma or equivalent experience
- 1-5 years in sales, customer support, or account management, preferably in tech or SaaS
- Experience using CRM tools and managing sales pipelines
- Excellent verbal and written communication skills (C1 CEFR Rating)
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
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Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
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Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
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Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
Sutherland Insights
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
