Sr. Program Manager, Success Services at Adobe

| Austin, TX
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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!


 

Adobe Customer Solutions | Professional Services

Success Services Sr. Program Manager

Are you passionate about customer retention? The Adobe Experience Cloud business has over $1 Billion in subscription revenue annually. The Success Services Team’s directive is to engage with customers at-risk for continuing their use of Adobe Technologies. This team provides informed recommendations, mentorship and engagement to customers in achieving their business goals using the Adobe technologies already purchased.

This team also analyzes and assesses customer needs, struggles, and challenges while working closely with Adobe’s Product and Engineering teams to build leading-edge solutions to meet these needs and resolve these challenges. This position will provide leadership and oversight to delivery engagements, often utilizing Adobe Service Partners to augment the team. The focus will be at-risk customers who are struggling with the use and/or value of the Digital Experience solutions, requiring creative problem solving to help them better realize and understand the value of their Adobe investment.

Customer Response Partner Responsibilities:

Own the engagement with Key Customers using the support of all Adobe resources

Analyze and assess critical challenges that are putting customer retention at risk

Set expectations around goals of Success Services engagements and be eloquent about success criteria and the agreement to renew based on this

Collaborate with Account teams to understand client problems and account risks

Bring deep Adobe product expertise to bare on customer challenges

Develop solutions to customer issues that are not rigorously limited to the AEC technology stack, including understanding what may be required of the customer organizationally to support the solutions that have been built

Present the customer with options for product solutions and implementation approaches, along with the recommendations from Adobe in order to meet the customer’s objectives

Support the customer in the development of success metrics as related to relevant Adobe solutions, enabling them to measure value going forward

Drive validated governance, communication and organizational change with customer and internally with the Customer Success Manager, Sales teams and other customer-facing teams

Be able to optimally lead multiple engagements simultaneously

Collaborate with many teams across the organization, including Product Management, Engineering, Product Marketing, Service Marketing and Customer Success

Engagement with multiple Adobe Teams around challenges to customer success, providing insight, mentorship and methods to drive customer retention and success with our Technologies

This position is field-based with the potential need to travel to customer sites. Up to 50% travel is anticipated.

Skills to succeed

  • Strong customer executive presence required
  • Strong persuasion skills
  • Ability to collaborate optimally with internal account teams and bridge multiple parties
  • Ability to develop long-term customer success plans
  • Provide feedback to optimize operations for efficiency and scale
  • Strong delivery risk-mitigation skills – both identifying and planning,
  • Experience with service partner co-delivery required
  • Experience in partner oversight and leadership preferred
  • 7+ years of program leadership and governance experience
  • Ability to translate project road-maps into long-term strategies
  • Be a specialist in the use of AEC solutions and the methods by which they can be used to effectively optimize digital experiences, while continuing to develop this solution expertise.
  • Possess an innovative, problem-solving approach with the ability to drive technical decisions and tackle tough problems
  • Demonstrate a track record of building positive and productive cross-group and customer relationships
  • Ability to communicate sophisticated ideas effectively both verbally and in writing
  • Broad technology awareness, strong critical thinking and planning experience
  • Ability to assemble themes and needs that exist across multiple customers to build new ways of meeting customer needs that should become part of standard methodologies.
  • Validated experience defining sophisticated solutions that deliver customer value
  • Be a quick learner, excellent teammate, and leader of change
  • Demonstrate strong EQ and interpersonal skills with ability to work optimally with people at all levels
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An Insider's view of Adobe

What are some social events your company does?

We take pride in our culture, and we have a variety of active employee organizations built into the fabric of our site. I personally lead the AdobeProud group for the Austin site, which is the local chapter of our global LGBTQ+ organization. We ensure there are chances all through the year to celebrate Pride, connect, and have fun.

Carissa

Engineering Program Manager, Product Operations

What's the biggest problem your team is solving?

We are working on a greenfield project that is pushing each of us to learn numerous new systems and technologies Whether it's a new Cloud product, CI/CD system or Testing Framework, we tackle them head-on. Thankfully we have a team of brilliant people working together to build something amazing!

John

Software Developer Engineer, Digital Experience

How does the company support your career growth?

My Adobe journey began with little experience and lots of drive. I was recruited through the Adobe Digital Academy Program, and I attribute my success to being placed on inclusive teams where each member offered mentorship. Being supported has allowed my work product to exceed expectations and has been instrumental in my overall career growth.

Ursula

Engineering Program Manager, Customer Engineering

What are Adobe Perks + Benefits

Adobe Benefits Overview

Your happiness inside and outside our walls matters to us. That's why we offer comprehensive benefit plans that make your life easier.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
We provide up to 16 weeks of parental leave for primary and non-primary caregivers.
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Sabbatical
Employees with five years at Adobe under their belt can take a four-week sabbatical. Ten-year veterans get a five-week sabbatical. And every five years after accrues a six-week sabbatical.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Adobe offers employees professional development opportunities like annual individual budget for training, on-site training courses, and the ability to attend job related conferences and seminars.
Tuition Reimbursement
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

The Austin office even offers free breakfast every Wednesday - and who doesn't love breakfast tacos? Also, we cover access to some of Austin's nearby gyms and workout studios!

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