Consultant, Workfront Customer Success Services

| Austin | Remote
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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
The Adobe Experience Cloud business has over $1 Billion in subscription revenue annually. Adobe brings to market the leading creative and customer experience management solutions, giving our customers the ability to build and deliver exceptional customer experiences at scale. The Success Services Team's directive is to improve the overall retention of these existing customers.
Success Services Team Consultants work to resolve adoption challenges and to greatly improve customers' probability of renewing their Workfront solution. The Consultant will analyze and assess customer needs, struggles, and challenges while working closely with the Customer Success Manager and other internal partners to build leading-edge solutions to meet these needs and tackle these challenges.
The focus will be at-risk customers who are struggling with the use and/or value of Workfront, requiring creative problem solving and strong process skills to help them better realize and understand the value of their Workfront investment.
The Consultant must be a driven individual who thrives in a fast-paced, creative environment.
WHAT YOU'LL DO
1. Participate in customer activities/engage internal Adobe teams
2. Bring deep Workfront product expertise to strategically provide solutions to customer adoption challenges
3. Identify critical customer challenges that are putting customer retention at risk
4. Develop and present Workfront adoption & configuration strategies, that could include other technologies, inclusive of previously deployed solutions, to meet customer's objectives
5. Develop success metrics enabling the customer to measure value going forward
6. Engage internal teams to produce cutting-edge solutions
7. Maintain tight governance, communication and organizational change with customer and internal partners
8. Lead multiple customer engagements, independently and simultaneously
9. Collaborate and align with many internal teams, including Product Management, Engineering, Product Marketing, Professional Services and Sales
10. Engage with Success Services and other teams to refine optimal implementation practices and continuously improve methodologies
11. Other duties assigned as required
12. This position will require travel to customer sites as needed, up to 25-40%
WHAT YOU NEED TO SUCCEED - Be a specialist in the configuration and use of Workfront and the value by which Workfront can provide work management solutions, while continuing to develop this product expertise- Experience defining and executing sophisticated Workfront solutions that deliver customer value- Experience with APIs, data hierarchies complex systems recommended- Strong business process development, training and change management experience- Possess broad technology awareness and critical thinking focused on successful use of enterprise software- Ability to communicate sophisticated ideas efficiently, both verbally and in writing, to customers and internal teams- Ability to identify and assemble common themes across multiple customers to build new ways of meeting customer needs that should become part of standard team practices- Be a quick learner, excellent teammate, and leader of change (leader: mentor, change agent)- Be an innovative, problem-solving individual with the ability to develop technical solutions and tackle tough problems- Demonstrate strong EQ and interpersonal abilities to work optimally with people at all levels- Demonstrate a track record of building positive and productive cross-group and customer relationships- Self-motivated, responsive, and professional- Hardworking dedication to customer success- Identifies risk and seeks assistance as needed
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Technology we use

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Location

Situated in a beautiful, park-like setting and serving as the premier spot for shopping and dining, The Domain area offers the best of both worlds.

An Insider's view of Adobe

What are some social events your company does?

We take pride in our culture, and we have a variety of active employee organizations built into the fabric of our site. I personally lead the AdobeProud group for the Austin site, which is the local chapter of our global LGBTQ+ organization. We ensure there are chances all through the year to celebrate Pride, connect, and have fun.

Carissa

Engineering Program Manager, Product Operations

What's the biggest problem your team is solving?

We are working on a greenfield project that is pushing each of us to learn numerous new systems and technologies Whether it's a new Cloud product, CI/CD system or Testing Framework, we tackle them head-on. Thankfully we have a team of brilliant people working together to build something amazing!

John

Software Developer Engineer, Digital Experience

How does the company support your career growth?

My Adobe journey began with little experience and lots of drive. I was recruited through the Adobe Digital Academy Program, and I attribute my success to being placed on inclusive teams where each member offered mentorship. Being supported has allowed my work product to exceed expectations and has been instrumental in my overall career growth.

Ursula

Engineering Program Manager, Customer Engineering

What are Adobe Perks + Benefits

Adobe Benefits Overview

Your happiness inside and outside our walls matters to us. That's why we offer comprehensive benefit plans that make your life easier.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
We provide up to 16 weeks of parental leave for primary and non-primary caregivers.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Sabbatical
Employees with five years at Adobe under their belt can take a four-week sabbatical. Ten-year veterans get a five-week sabbatical. And every five years after accrues a six-week sabbatical.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Adobe offers employees professional development opportunities like annual individual budget for training, on-site training courses, and the ability to attend job related conferences and seminars.
Tuition Reimbursement
Diversity Program
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

The Austin office even offers free breakfast every Wednesday - and who doesn't love breakfast tacos? Also, we cover access to some of Austin's nearby gyms and workout studios!

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