Manager, Customer Engagement

Adobe•San Jose, CA

12d

About The Position

Our Company Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. 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 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.

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 with a preferred MBA

Nice To Haves

Digital marketing experience is preferred

Responsibilities

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.
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.

Benefits

Adobe is proud to be an equal opportunity employer. We believe that diversity of thought, background, and experience makes us stronger. We welcome and encourage applications from all qualified individuals.
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.
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.
Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.
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.
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.
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.