Manager, Customer Engagement

Adobe•San Jose, CA

1d•Hybrid

About The Position

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.
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.