Head of Customer Advisory

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!

Our Customer Experience division, and more specifically, our Solution Led business is a high growth area for Adobe, and we are seeking a leader to transform direct customer engagement with a focus on business value realization in this business. The primary focus of this role is to build an industry defining at scale post-sale direct customer engagement and value realization engine for our customers in their journey with Adobe.

This leader will lead a team of ~10 post-sale resources to help drive utilization and adoption of our solutions, and ultimately ensure our customers realize value from the investment in their solutions. The key metrics of success are growth and retention. In addition, this leader will provide thought leadership and work across the different functions to help develop the go-to-market strategy for our Solution Led organization

Do you have the experience, drive, and passion to make customers at scale successful at Adobe?

What you'll Do

• Develop the Solution Led post-sale direct engagement and value realization engine across the Americas region; working with the VP & GM, and Sr. Dir. Customer Experience, for the Solution Led and Select Markets, as well as engaging across the Adobe ecosystem and team members.
• Develop a team of ~10 employees passionate about helping customers get the most from their investments in Adobe technology. Ensure the team delivers efficiently via strong operational focus, capability development, and alignment with key partners in sales, product, and consulting teams
• Responsible for the development of value realization models and methodologies that align with Adobe products & offerings that capture the value created by the Adobe Digital Experience products at our customers
• Develop strategies and offers which engage customers at key points in the Customer life cycle driving product adoption and value realization
• Drive strong partnership and interlock with the Adobe ecosystem to develop our tools, systems and processes that engage and drive the right outcomes for our customers.
• Attract, recruit, inspire and retain the best talent

What you need to succeed

• 8+ years' experience in financial modeling, strategy consulting and engaging customers for value realization at SaaS organizations
• Demonstrates solid understanding of scaling customer growth and retention in a post-sales organization that will lead scaling our post sales value realization motions.
• Knowledge of and experience with systems, analytics, early warning systems, and the ability to transform customer health platforms to better achieve value driven scaled growth.
• Consistent track record of leading customer relationships and engagements centered around digital transformation working with Professional Services and post-sales Success teams
• Influence leadership and interlocking across company ecosystems - to show success in transformations and be a strong change agent
• Self-motivated, accountable, and passionate about exceeding customer expectations
• Exceptional organizational, presentation, and communication skills both verbal and written in English to convey sophisticated ideas and influence leadership and colleagues at an executive level
• Collaborate with senior leaders to achieve shared business outcomes
• Technical expertise to constructively engage with product leadership to help shape the product roadmap

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

State-Specific Notices:

California:

Fair Chance Ordinances

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.

Colorado:

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Massachusetts:

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Adobe is proud to be an Equal Employment Opportunityemployer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.comor call (408) 536-3015.