Manager, Customer Engagement

Adobe•San Jose, CA

About The Position

About Adobe Adobe is changing the world through digital experiences. Our mission is to empower everyone—from students and emerging artists to global enterprises—with the tools they need to create powerful content and deliver exceptional customer experiences. We thrive at the intersection of creativity and data, helping people and businesses bring their ideas to life in bold, meaningful ways. At Adobe, we foster a workplace where innovation, inclusion, and impact thrive. We know great ideas can come from anywhere, and we’re committed to providing every employee with the opportunity to lead, grow, and contribute. The Opportunity The Senior Manager, Customer Engagement is responsible for overseeing all Professional Services delivery across a portfolio of Adobe accounts. The Senior Manager, Customer Engagement, will lead a high-performing team of Project Managers, accountable for the highest levels of customer satisfaction through strategic leadership with Adobe customers. Internally, they provide guidance to cross-functional teams and drive business metric achievement. Externally, they are the first executive contact for customers in their portfolio, accountable for delivery across Adobe Customer Solutions. This role blends leadership, delivery excellence and client relationship management, with an emphasis on customer executive engagement, operational rigor, cross-functional collaboration, and technical fluency to accelerate business transformation. This role requires the ability to work across people, process and technology with an industry or customer practitioner lens for assigned accounts to drive measurable customer value. What You'll Do Customer Engagement & Delivery Leadership Holistic Delivery Account Ownership: Accountable for the successful execution of all Adobe Professional Services engagements for a portfolio of customers in the Americas, ensuring delivery success and satisfaction across all projects and workstreams. Act as focal point for customer executive alignment and with any customer partners as part of the customer’s broader ecosystem (as applicable). Examples may include, but are not limited to Executive Sponsor, Delivery Sponsor, Steering Committee and Executive Steering Committee participation. Ensuring Delivery Excellence processes and adherence to them to drive consistent governance across your customer portfolio. Work cross-functionally with Services Sales, Services Delivery, Ultimate Success, License Sales, and Product teams to align on customer success plans and define opportunities to drive value. Serve as an executive point of escalation, ensuring customer challenges are addressed swiftly and engagements stay on track. Operational Excellence Responsible for accurate and effective revenue management, growth and margin execution, including revenue acceleration, backlog burn, expiration/extension management, and alignment with Adobe Finance and Operations teams for ongoing cadence of recognizing, invoicing, and quarterly closing activities. Be the subject matter expert on regional performance with depth in each area that is either overperforming or underperforming, leveraging knowledge to impact regional performance based on learnings. Ensure Project Managers are completing operational functions in a timely and accurate manner including expense management, time entry and approval. Accountable for customer health reporting and intervention management, including ownership and management of account and project-specific issues either directly or indirectly affecting Adobe Services. Partner with Adobe Sales teams to understand projects in pipeline and proactively drive resource planning to accelerate project initiation. Manages Adobe Services team inclusive of team staffing assembly, personnel onboarding and transition management, personnel or process change management, etc. throughout the life of all projects supporting their assigned account(s). Services Expansion & Opportunity Development Communicates and advocates strategy and insights to senior business leaders and conveys viewpoints through simple and consistent frameworks. Use executive presence to drive influence for broader execution at scale. Communicate changes clearly to stakeholders and field teams within Adobe and with customers. Delivers learnings, recommendations, and implications to internal and customer senior executives to facilitate ongoing feedback loop. Show command of the overall Delivery Portfolio with Adobe Leadership and understanding of key levers for growth, how they relate to the data and be able to prioritize which efforts lead to fastest customer adoption and value. Partner with Adobe Sales teams and leadership to shape new services opportunities and facilitate contract extensions, change requests, and addendums. Provide input to account and territory planning in conjunction with Customer Success and Sales teams. Build on the foundation and trust furthered through successful Adobe Services delivery to drive perennial renewal and expansion of Adobe’s Services relationship with existing customers, grounded in deep understanding of the customer’s objectives and familiarity with the scope, activities, and resources needed to fulfill those objectives. Team Collaboration & Coaching Recruit, manage, mentor and professionally develop a team of individual contributors responsible for delivery of best-in-class consulting engagements. Mentor individual employees into effective and knowledgeable thought leaders who are motivated and committed to their customers and internal teams. Define Learning and Development plans for managers and individuals on the team focused on growing their skills as Project and Program Leaders. Key Attributes for Success 7+ years of hands-on management experience in professional services or consulting, preferably in SaaS or enterprise software Proven track record of building trusted relationships, managing complex customer engagements and leading transformation Demonstrate a practitioner level of experience in project delivery to ensure customer requirements are met, resulting in the expected business value and impact Excellent communication, influencing, negotiation, and stakeholder management skills. Passion for operational rigor and customer value, with a proven ability to collaborate, lead and influence in a matrixed organization Ability to effectively navigate complex client situations and act as a change agent for our clients and within Adobe Services Exceptional analytical and quantitative problem-solving abilities A working understanding of delivery excellence, strategy consulting and best practices Able to travel up to 50% as needed to support client engagements At least 25% direct customer engagement is expected Bachelor’s degree with a preferred MBA Digital marketing experience is preferred 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. Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic. Learn more. Adobe aims to make our Careers website and recruiting process accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email [email protected] or call +1 408-536-3015. AI Use Guidelines for Interviews: Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process. At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience. Expected Pay Range: Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $175,300 -- $336,750 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process. In California, the pay range for this position is $232,500 - $336,750 In New York, the pay range for this position is $232,500 - $336,750 In Illinois, the pay range for this position is $204,100 - $295,475 At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP). In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award. State-Specific Notices: California: Fair Chance Ordinances Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances. Colorado: Application Window Notice If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs. Massachusetts: Massachusetts Legal Notice It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also 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 and explore the meaningful benefits we offer. There's more than meets the eye when it comes to Adobe. Take the quiz and see how well you know us! Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more. Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email [email protected] or call (408) 536-3015.

Requirements

7+ years of hands-on management experience in professional services or consulting, preferably in SaaS or enterprise software
Proven track record of building trusted relationships, managing complex customer engagements and leading transformation
Demonstrate a practitioner level of experience in project delivery to ensure customer requirements are met, resulting in the expected business value and impact
Excellent communication, influencing, negotiation, and stakeholder management skills.
Passion for operational rigor and customer value, with a proven ability to collaborate, lead and influence in a matrixed organization
Ability to effectively navigate complex client situations and act as a change agent for our clients and within Adobe Services
Exceptional analytical and quantitative problem-solving abilities
A working understanding of delivery excellence, strategy consulting and best practices
Able to travel up to 50% as needed to support client engagements
At least 25% direct customer engagement is expected
Bachelor’s degree

Nice To Haves

MBA
Digital marketing experience is preferred

Responsibilities

Accountable for the successful execution of all Adobe Professional Services engagements for a portfolio of customers in the Americas, ensuring delivery success and satisfaction across all projects and workstreams.
Act as focal point for customer executive alignment and with any customer partners as part of the customer’s broader ecosystem (as applicable).
Ensuring Delivery Excellence processes and adherence to them to drive consistent governance across your customer portfolio.
Work cross-functionally with Services Sales, Services Delivery, Ultimate Success, License Sales, and Product teams to align on customer success plans and define opportunities to drive value.
Serve as an executive point of escalation, ensuring customer challenges are addressed swiftly and engagements stay on track.
Responsible for accurate and effective revenue management, growth and margin execution, including revenue acceleration, backlog burn, expiration/extension management, and alignment with Adobe Finance and Operations teams for ongoing cadence of recognizing, invoicing, and quarterly closing activities.
Be the subject matter expert on regional performance with depth in each area that is either overperforming or underperforming, leveraging knowledge to impact regional performance based on learnings.
Ensure Project Managers are completing operational functions in a timely and accurate manner including expense management, time entry and approval.
Accountable for customer health reporting and intervention management, including ownership and management of account and project-specific issues either directly or indirectly affecting Adobe Services.
Partner with Adobe Sales teams to understand projects in pipeline and proactively drive resource planning to accelerate project initiation.
Manages Adobe Services team inclusive of team staffing assembly, personnel onboarding and transition management, personnel or process change management, etc. throughout the life of all projects supporting their assigned account(s).
Communicates and advocates strategy and insights to senior business leaders and conveys viewpoints through simple and consistent frameworks.
Use executive presence to drive influence for broader execution at scale.
Communicate changes clearly to stakeholders and field teams within Adobe and with customers.
Delivers learnings, recommendations, and implications to internal and customer senior executives to facilitate ongoing feedback loop.
Show command of the overall Delivery Portfolio with Adobe Leadership and understanding of key levers for growth, how they relate to the data and be able to prioritize which efforts lead to fastest customer adoption and value.
Partner with Adobe Sales teams and leadership to shape new services opportunities and facilitate contract extensions, change requests, and addendums.
Provide input to account and territory planning in conjunction with Customer Success and Sales teams.
Build on the foundation and trust furthered through successful Adobe Services delivery to drive perennial renewal and expansion of Adobe’s Services relationship with existing customers, grounded in deep understanding of the customer’s objectives and familiarity with the scope, activities, and resources needed to fulfill those objectives.
Recruit, manage, mentor and professionally develop a team of individual contributors responsible for delivery of best-in-class consulting engagements.
Mentor individual employees into effective and knowledgeable thought leaders who are motivated and committed to their customers and internal teams.
Define Learning and Development plans for managers and individuals on the team focused on growing their skills as Project and Program Leaders.