Entrusted with managing the completion of all engagements related to Adobe's customer service offerings.
Ensure customer requirements are met, resulting in 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.
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.
Accountable for customer health reporting and intervention management.
Manages the team within Adobe Customer Solutions by directing team assembly, employee onboarding, and transitions.

15+ 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.
Digital marketing experience is preferred.

Director, Engagement Executive

Key skills