Senior Program Manager (Client Services)

Adobe • San Jose, CA

5d

About The Position

At Adobe, we’re transforming the world. How? We provide people with tools to bring their ideas to life and develop content that makes life more enjoyable and work more meaningful! We empower businesses and organizations to connect deeply with their customers. We craft the stunning content that streams across laptops, TVs, phones, and tablets daily—and we tap into the immense power of big data to help companies turn data into insight and insight into action by delivering the content people want most. We’re a company that understands that product innovation comes from people innovation, and that’s why we invest in encouraging leaders throughout the organization. If you’re passionate about leading from where you sit, join us. The Challenge The Senior Project Manager leads client-focused initiatives to implement Adobe Marketing Cloud solutions. Collaborating at multiple levels with the Adobe Global Services and Field Sales teams and various key customers and partners, this strategic role leads every phase of project planning. This covers defining the project scope, planning, monitoring timelines, and prioritizing resources. The position partners closely with the Adobe Delivery team to coordinate the technical implementation. The Senior Project Manager directly impacts revenue from Adobe customers and will collaborate as required to maintain a positive customer experience. This role requires strong multi-tasking ability, proactive and efficient communication, and the skill to bring up critical issues while providing solutions to customers. This role is preferred to be filled from an Adobe office. Desired locations include San Jose, San Francisco, and New York. There is some flexibility to also consider Chicago, Austin, Seattle, or McLean, VA.

Requirements

• Minimum 8 – 10 years of previous experience in a client-facing project management position, preferably within the Digital Marketing Cloud domain. This encompasses familiarity with Web Content Management, Rich internet applications, Web & Social Analytics, online Ad Targeting, and content Personalization solutions.
• 8 – 10 years of demonstrated achievement in a software-focused PM position is strongly preferred.
• Previous experience as a project manager in a SaaS setting is required.
• 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 required.
• Professional demeanor, ability to interact with and lead diverse teams throughout Adobe, and communicating with client managers, directors, and VPs including CMOs and CXOs.
• Strong verbal, presentation and written communication skills as well as strong conflict resolution and negotiation skills.
• Deep understanding of custom software development processes and engagement strategies.
• Ability to manage in an environment of ambiguity with diverse collaborators.
• Ability to build positive relationships and generate opportunities for repeat business.
• Willingness to travel up to 60%.
• BS/BA degree required and MS/MBA or equivalent experience is a plus.

Nice To Haves

• Experience as Consulting Manager in a large consulting organization or Agency.
• Experience coordinating Agile development projects.
• Previous experience with Adobe Digital Marketing Solutions.
• Previous experience with Financial Force.
• Proven experience managing off-shore teams.
• PMP certification and Certified ScrumMaster is preferred.

Responsibilities

• Work with customer(s) and Adobe Field and Services Sales teams to clearly define project scope, requirements, and integration points.
• Document these details as they relate to solution implementation.
• Coordinate project delivery process with key contributors to help manage scope and prepare change requests - including tasks, deliverables, achievements, resources, and estimated costs.
• Act as primary point of contact for the client(s) throughout the project lifecycle.
• Achieve customer happiness through successful delivery of defined project scope.
• Coordinate and communicate critical issues across Adobe – including Field Sales, the Services Customer Engagement, and Product teams.
• Manage administrative portions of project delivery from inception to closure.
• Collaborate with third-party subcontractors, vendors and technology partners as needed.
• Capture and communicate experiences in formal retrospectives - relaying guidelines, customer experience, and resource feedback to the larger Adobe Services Customer Engagement practice.
• Coordinate critical issues across Adobe including sales, custom services, and product organizations.
• Accurately forecast revenue, profitability, margins, bill rates and utilization across projects.
• Identifies partnership opportunities and capitalizes on “add-on” sales opportunities across projects.

Benefits

• At Adobe, you will be immersed in an exceptional work environment that is recognized around the world.
• You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.
• Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level