Program Manager; Client Services

Our Company

Adobe is transforming digital experiences around the globe. Our mission is to empower everyone—from students and emerging artists to global enterprises—with the tools they need to build powerful content and deliver outstanding customer experiences. Adobe cultivates a workplace where innovation, inclusion, and impact thrive. We know excellent ideas can originate from any source, and we're committed to providing every employee the opportunity to lead, grow, and contribute.

JOB LEVEL

P30

EMPLOYEE ROLE

Individual Contributor

The Project Manager will drive the customer's enterprise solution development and implementations by means of the Adobe Experience Cloud. This role will partner with Adobe's customers to understand their priorities and objectives. They will lead a multi-disciplined delivery team from Adobe to design, implement, and scale solutions that drive value across people, process, and technology. You will own delivery and acceptance of the program scope using one or more statements of work and our consulting methodology.

You will ensure successful customer outcomes based on project-defined objectives and govern overall standards across the project team to achieve results. You will act as the single point of accountability for the client and build relationships with key customer partners and sponsors.

• Work with customer(s) and Adobe License and Services Sales teams to clearly define and document project scope, requirements and integration points related to solution implementation.
• Demonstrate excellent executive presence and the ability to partner with and influence client managers, directors, VPs, and CXOs.
• Oversee the project delivery process, manage scope, prepare change requests, and serve as the primary point of contact for the client throughout the project life cycle.
• Clarify customer requirements in the context of the statement of work and communicate Adobe's capabilities to build long-term value across customer organizations.
• Apply creative problem-solving to address business obstacles and articulate high-level technical strategies.
• Build and leverage relationships within Adobe and with product teams to solve complex customer problems.
• Ensure robust governance, communication, and organizational change management from inception to closure.
• Lead regular communication with external and internal teams and tie execution to customer expectations and value drivers.
• Achieve customer satisfaction through delivery of defined scope and realization of business objectives and metrics.
• Coordinate customer requests, deployment issues, and feedback into core product channels.
• Support work tracks that may involve third-party subcontractors and technology partners.
• Capture and communicate lessons learned through post-mortems and share feedback with the Adobe Consulting Practice.
• Coordinate critical issue resolution across Adobe, including commercial, support, and product teams.
• Forecast revenue, bill rates, and project utilization accurately.
• Lead issue management and represent the engagement across sales, services, and product teams.
• Partner with the Sales organization to identify new consulting opportunities or grow defined accounts.
• Provide leadership to elevate and support the team.

• Minimum 3–5 years of prior experience in a client-facing Project Management role, ideally within the Digital Marketing Cloud space, with knowledge of Web Content Management, Rich internet applications, Web & Social Analytics, online Ad Targeting, and content Personalization solutions.
• Ability to understand the impact of technical changes and communicate high-level technical solutions to address business problems.
• Excellent problem-solving skills and the ability to resolve issues quickly, knowing when to involve internal resources.
• Collaborative, organized, detail-oriented, with strong presentation and reporting skills.
• Professional demeanor with the ability to interact with and lead diverse teams; capable of communicating with account managers, directors, VPs, CMOs, and CXOs.
• Strong verbal, presentation, and written communication skills, plus effective conflict resolution and…