Sr. Associate - Sales & Retention

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.

Role Overview

This role combines C ustomer S upport and I nbound S ales . 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 .

Responsibilities

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.; 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.

Requirements

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)