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!
The Opportunity
We are hiring a Group Manager of Ultimate Success to join our Digital Experience Cloud Ultimate Success team. Adobe Ultimate Success is Adobe’s Digital Experience elite service, contributing to the success of our largest customers by wrapping Strategic planning, Support Delivery and proactive engagement around the customer. As a Manager of Ultimate Success, you will lead a team of Customer Success and Technical Account Managers responsible for delivering the Ultimate engagement for one of our top customers.
In this role, you will serve as a specialized leader passionate about mentoring your team to achieve their customers’ goals for digital transformations. We hire multifaceted, hard-working, and creative individuals, adept at storytelling who excel in fast-paced environments.
What you'll Do
- Lead a team of individual contributors across Ultimate Success, responsible for the delivery of the Ultimate Success model across strategic, technical and support motions.
- Evaluate and action trends in performance, including customer satisfaction, operating efficiency and product quality.
- Develop and implement customer-specific engagement models, methodologies, and offerings that ensure the adoption of Adobe Digital Experience.
- Take a data-driven approach to assessing and addressing customer health needs, value opportunities and team impact.
- Work closely with the organization's Senior Leadership on multi-functional and cross-departmental projects.
- Share a clear, compelling vision of our future and share the alignment between individual, team, organization and company goals.
- Engage in support of the customer and critical issue management.
- Develop relationships and have frequent interaction with customers, including Directors, VPs, and C-level executives of Fortune 500 companies.
What you need to succeed
- 10+ years of leadership experience, including direct management of teams, in growing Software or SaaS organization for Enterprise customers; experience in a fast-paced, critically important software support environment.
- Strong and proven track record of successfully leading customer relationships centered around technical projects and strong commercial partnerships.
- Be an encouraging leader and show success in large-scale transformations. Strong change agent.
- Excellent organizational skills: ability to prioritize, run, multi-task and execute projects multi-functionally.
- Self-motivated, accountable, and passionate about exceeding customer expectations.
- Exceptional organizational, presentation, and interpersonal skills both verbal and written in English. Ability to effectively convey complex 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.
- Ability to collaborate with other senior executives to achieve shared business objectives.
- Ability to lead in an environment of uncertainty, ambiguity, and complexity with diverse partners.
- Possible travel up to 50%.