The Opportunity
The Adobe Customer Solutions Engagement Manager leads substantial, innovative engagements for critical Adobe accounts. Acting as a trusted advisor and strategic guide, you help Sales and Delivery teams align projects with customers’ objectives. Recognized as a business contributor and delivery specialist, you are the primary customer contact in a billable capacity. You drive the delivery of desired results while preserving strong executive connections.
This position merges excellent delivery and client relationship supervision, concentrating on client and partner communication, cross-functional teamwork, and technical skills to advance business transformation. Success requires collaborating across people, process, and technology with an industry or customer practitioner perspective to produce measurable customer value.
What You'll Do
Customer Engagement & Delivery Leadership
The role manages the success of a defined set of strategic Services customers in the region. It ensures customer requirements are met and that engagements deliver measurable business value aligned to customer priorities. It acts as the primary contact for customer executives and coordinates with partners across the customer’s broader ecosystem. After contract booking, it ensures a smooth and efficient transition from Sales to Delivery. It works closely with Sales, Delivery, and Product teams to align on customer success plans and find opportunities to drive value across Adobe solutions. It serves as the main point of contact at senior management level, resolving customer issues quickly and keeping engagements on track.
Operational Excellence
You are responsible for driving accurate and effective revenue management, including growth and margin execution, revenue acceleration, backlog burn, contract expiration and extension management, and close alignment with Adobe Finance and Operations.
You manage the Services team by coordinating team staffing, onboarding, and transitions within the assigned account(s).
Services Expansion & Opportunity Development
You will partner closely with Adobe Sales to build new services opportunities and support contract extensions, change requests, and addendum. You contribute strategic feedback to account planning in collaboration with the wider account teams, and lead efforts to renew and expand Customer Solutions relationships with existing clients by demonstrating a deep understanding of customer objectives and the scope, activities, and resources required to achieve them.
What you'll need to succeed
- 8+ years of hands-on experience in professional services, consulting or customer delivery experience of large programs, preferably in SaaS or enterprise software.
- Experience with enterprise level project or program management.
- Proven track record of building positive relationships, managing complex customer engagements and leading transformation.
- Passion for operational rigor and customer value, with a proven ability to collaborate, lead and influence in a matrixed organization.
- Strong business insight and industry expertise with ability to speak to value drivers and use cases in customer's context via experience-based story telling.
- Ability to effectively navigate complex client situations and act as a change agent for our clients and within Adobe Services.
- Strong written and verbal communication skills, executive level presence and experience in working in a client advisory role.
- Able to travel to support client engagements.
- Bachelor’s degree, with an MBA or equivalent experience preferred.
- Digital marketing experience is preferred.
As our many awards will tell you, at Adobe you’ll be immersed in an exceptional work environment that is recognized around the world. You’ll be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog, https://blog.adobe.com/en/topics/adobe-life and explore the fantastic benefits we offer at Rewards.adobe.com.
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We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!
About Adobe
Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.
Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.
** Let’s Adobe together**
At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.
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