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!
As large enterprises invest in Adobe, we are in need of strategic and high-powered technical talent to help our Premier Support retain our top customers while remaining dedicated to supporting their technical health.
Seeking an experienced professional with a detailed understanding of Adobe's Experience Cloud and standard methodologies within a professional support organization. As a recognized authority and leading contributor, this role performs sophisticated duties requiring independent judgment. You will have a proven understanding of the processes for measuring technical success and managing projects across an internal leadership team. You will effectively partner with and influence services delivery managers and client managers to ensure their portfolio's growth while focusing on revenue opportunities. You will use knowledge of Adobe procedures and methodology, tried business practices, and creativity to seek solutions to a wide range of problems.
You have customer-facing skills that enable you to represent Adobe best within a competitive environment, driving discussions with multiple teams from developers and analysts to management and senior leadership. Tasks, projects, cases, standard methodologies, and prioritization will lead all discussions. You have proficiency to think strategically about business, product, and technical challenges as you help our customers realize the software investment, efficiencies, advantages, and innovations.
The overarching goal is to develop and build proven retention methods to ensure continue success for our biggest clients.
Responsibilities
The Retention Lead provides leadership oversight, executive engagement, and governance. Facilitate and report on overall strategic account engagements and outcomes. Have input into the global retention model. Be a focused advocate to optimize the team's development and proficient in issue execution and resolution.
Work hands-on with Adobe's internal Sales team, Customer Success Management, Engineering, TechOps, Product Management, Support, and the Adobe Consulting practice to address issues, questions, and requests. Examples of these tasks are:• Evolve health and retention cadence in collaboration with key Adobe business units.• Manage and track health and retention efforts on individual accounts, coordinate with frontline managers, Technical Account Managers and Customer Success Managers on specific actions and outcomes.• Evaluate overall health drivers and drive holistic initiatives across the practice to address these, collaborating with PMO and enablement lead where needed.• Ensure consistent reporting and updates in the various health and retention tools across TAM perspective, Panorama, health dashboards and retention dashboards.
Requirements
Bachelor's Degree in related subject area of the technical industry. Equivalent experience will be considered. At least seven to ten years of full-time experience in consultative, customer support and/or related role in marketing technology. Exceptional CX focus and the Ability to adapt to new technologies. Strong presentation skills, including confident presence over the phone and via conference, leading meetings and reviews in front of audiences both small and large. Professional demeanor, ability to collaborate multiple teams throughout Adobe.
At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach.
If you're looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.
Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status.