Principal Engagement Executive

Adobe • San Jose, CA

2d • $164,600 - $309,900

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.

Benefits

• 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.
• Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees