Description:
Adobe is dedicated to transforming the world through digital experiences. Adobe's Ultimate Success team seeks innovative methods to engage our customers, from driving the initial launch of new technologies to realizing their expected value and expanding the partnership. This role will focus on driving customer engagement at scale and fostering meaningful interactions with our customers throughout their entire journey. The evolution of Ultimate Success supports customers through new engagement models and methodologies during their partnership with Adobe.
This is a high-impact leadership role for someone passionate about operational excellence, customer value, and building empowered teams that deliver results at scale. We’re looking for a forward-thinking Senior Manager to lead a results-driven team committed to delivering outstanding customer outcomes. This role requires a strategic leader who can define and implement scalable engagement strategies, mentor cross-functional teams, and drive operational excellence through data-informed decision-making and continuous improvement.
What You’ll Do
- Mentor and grow a diverse team of Field Engineers, including Technical Architects, Consultants, Data Engineers, and Project Leads who are passionate about engaging customers to drive quantifiable measurable outcomes, fostering a culture of innovation, collaboration, and continuous learning
- Drive scalable service delivery through refined methodologies, automation, and tooling. Collaborate cross-functionally to elevate delivery quality with a focus on operational excellence, capability building, and alignment with sales, product, and consulting to ensure consistent, high-impact customer outcomes driving product adoption and value realization for Adobe customers.
- Empower teams that serve as strategic advisors to Adobe’s named account teams, ensuring high-quality solution delivery and driving adoption and optimization. Champion customer-centric delivery models and thought leadership to elevate customer outcomes.
- Support the execution and improvement of engagement models, methodologies, and offerings that ensure the adoption of Adobe Digital Experience products.
- Attract, recruit, inspire and retain the best talent
- Champion data-informed decision-making to optimize customer interactions and outcomes.
What You Need To Succeed
- 7–10 years of people leadership experience within technical teams , with a strong track record in scaling Software or SaaS organizations for Enterprise customers. Experienced in customer delivery teams, professional Services or customer success.
- Strong and proven record of successfully leading customer relationships centered around technical projects and strong commercial partnerships
- Be an inspiring leader and shown success in large-scale transformations. Strong change agent
- Self-motivated, accountable, and passionate about exceeding customer expectations
- Exceptional organizational, presentation, and communication skills both verbal and written in English
- Superior communication and social skills. Ability to successfully convey sophisticated ideas and influence customers and colleagues at an executive level
- Strong analytical skills to review the health of your business and translate insights into actionable plans.
- Superb organizational skills to lead cross-functional teams
- Ability to collaborate with other senior executives to achieve shared business objectives
- Ability to acquire knowledge of new products in the martech field of measurement, audiences, and personalization; and constructively engage with product leadership to help shape the product roadmap
- Ability to lead in an environment of uncertainty, ambiguity, and complexity with diverse partners.
- Possible travel up to 30%