Principal Engagement Executive

Adobe•San Jose, CA

About The Position

The Adobe Customer Solutions Engagement Executive manages substantial, innovative projects for critical Adobe accounts. Acting as a trusted advisor and strategic guide, you help Sales and Delivery teams align projects with customers’ objectives. You maintain high customer satisfaction and meet business goals. 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.

Requirements

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.
Ability to seamlessly connect strategy and operational processes.
Strong written and verbal communication skills, executive level presence and experience in working in a client advisory role.
Able to travel 50% to support client engagements.
Bachelor’s degree, with an MBA or equivalent experience preferred.

Nice To Haves

Digital marketing experience is preferred.

Responsibilities

Entrusted with managing the completion of all engagements related to Adobe's customer service offerings. This applies to a defined group of strategic customers in the Americas. This entails ensuring project fulfillment and upholding customer approval across every project and workstream.
Ensure customer requirements are met, resulting in the measurable, encouraged business value aligned to customer priorities and objectives.
Act as the primary liaison for customer executive coordination and work with any customer partners within the customer’s broader network.
Upon contract booking, ensure detailed and efficient transition from Sales to Delivery.
Ensure successful project closeout and transition from delivery to post-delivery teams.
Work cross-functionally with Sales, Delivery, and Product teams to align on customer success plans and define opportunities to drive value across Adobe solutions.
Serve as the main partner concern contact, ensuring customer issues are resolved promptly and projects remain on course.
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.
Accountable for ensuring project revenue forecasts are up to date and accurate.
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.
Manages the team within Adobe Customer Solutions by directing team assembly, employee onboarding, and transitions. Additionally, handles changes in personnel or processes across all projects linked to their assigned account(s).
Partner with Adobe Sales teams to build new services opportunities and facilitate contract extensions, change requests, and addendums.
Offer insights for account planning alongside the sales and project delivery units.
Lead initiatives to renew and expand partnerships within the Customer Solutions division at Adobe with existing clients. This relies on a deep understanding of the client’s objectives and familiarity with the scope, activities, and resources necessary to achieve those objectives.