Program Manager (Client Services)

Adobe•San Jose, CA

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! JOB LEVEL P30 EMPLOYEE ROLE Individual Contributor About Adobe Adobe is transforming digital experiences around the globe. Our mission is to empower everyone—from students and emerging artists to global enterprises—with the tools they need to build powerful content and deliver outstanding customer experiences. Adobe cultivates a workplace where innovation, inclusion, and impact thrive. We know excellent ideas can originate from any source, and we’re committed to providing every employee the opportunity to lead, grow, and contribute. The Challenge The Project Manager will drive the customer’s enterprise solution development and implementations by means of the Adobe Experience Cloud. This role will partner with Adobe’s customers to understand their priorities and objectives. They will lead a multi-disciplined delivery team from Adobe to design, implement, and scale solutions that drive value across people, process, and technology. Work at multiple levels with the Adobe consulting teams and collaborate with Sales, Finance, Engineering, and Systems Integrator Partners. You will own delivery and acceptance of the program scope as defined in one or many statement(s) of work using our consulting methodology. You will ensure successful customer outcomes based on project-defined objectives. You will govern overall standards across the project team to achieve these results and “own the consulting business” for the engagement. Accountable for successfully delivering services delivery, acting as a single point of accountability for the client and building relationships with key customer partners and sponsors.

Requirements

Minimum 3 – 5 years of prior experience in a client-facing Project Management role, ideally within the Digital Marketing Cloud space. This includes knowledge of Web Content Management, Rich internet applications, Web & Social Analytics, online Ad Targeting and content Personalization solutions.
Proven ability to understand the impact of technical changes, and, to articulate high level technical solutions to address business problems.
Excellent problem-solving skills with a demonstrated ability to identify issues, resolve them quickly and know when to rely on internal resources to assist.
An innovative thinker, collaborative business partner, who is well-organized and detailed with strong presentation and reporting skills is recommended.
Professional demeanor, ability to interact with and lead diverse teams throughout Adobe, and communicate with account managers, directors, and VPs including CMOs and CXOs.
Strong verbal, presentation and written communication skills as well as effective conflict resolution and negotiation skills.
Solid understanding of custom software development processes and engagement methodologies.
Practical experience in managing agile development projects a plus.
Ability to manage in an environment of ambiguity with diverse partners.
Ability to build strong relationships and generate opportunities for repeat business.
Willingness to travel up to 50%.
BS/BA Degree or equivalent experience.

Responsibilities

Work with customer(s) as well as Adobe License and Services Sales teams to clearly define and document project scope, requirements and integration points as they relate to solution implementation.
Excellent executive presence, demonstrating skill in partnering with and effectively influencing client managers, directors, VPs, and CXOs
Oversee project Delivery process with key contributors to help manage scope and prepare change requests - including tasks, deliverables, resources, and estimated costs.
Act as primary point of contact for the client(s) throughout the project life-cycle.
Clearly understand and communicate customer requirements in the context of the statement of work and support mutual understanding of Adobe’s unique and groundbreaking business capabilities and evangelize how those capabilities build long-term value across various customer business units & organizations
Creative problem-solving skills, including the capacity to grasp the effects of technical & process changes and to articulate high-level technical strategies for overcoming business obstacles
Build and leverage relationships within Adobe to solve very complex customer problems, including working with product teams to enhance solutions.
Accountable for all foundational activities of the project from inception to closure, including robust governance, communication, and organizational change with customer and internal Adobe teams
Lead regular communication with both external and internal teams and tie back our execution to customer expectations/value drivers.
Achieve customer satisfaction through the successful delivery of a defined project scope and the successful realization of key business objectives and metrics.
Accountable for collating customer requests, deployment issues, and feedback into the core products channel.
Support work tracks that may involve third-party subcontractors and technology partners as required.
Capture and communicate experiences in formal post-mortem - relaying lessons learned, customer experience and resource feedback to the larger Adobe Consulting Practice.
Coordinate critical issue resolution across Adobe including commercial, support, and product organizations.
Accurately forecast revenue, bill rates and utilization across projects.
Accountable for issue management and leadership across Adobe, spanning sales, services, and product teams
Partner with our Sales organization to strategize new consulting opportunities or grow defined accounts based on current engagement.
Elevate and encourage your team through conscientious, effective leadership