Mgr, Professional Services Consulting

vor 3 Wochen

Munich, Deutschland Adobe Vollzeit

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
Our Digital Experience suite of products is market-leading in the Enterprise Digital Marketing space, and we have had terrific success globally with major brands. Our focus on the success of our customers is central to our Professional Services strategy, and we need an inspiring Manager, to help drive our growth, and support the Customer Journey Management (CJM) Consulting team to deliver exceptional customer experiences across all CJM Projects.
Customer Journey Management (CJM) is an exciting growth area of Adobe Professional Services. Are you a current or aspiring Manager, with the proactivity, passion and energy to help our team to deliver and demonstrate significant outcomes for our customers?
What You’ll Do
You will manage a team of Customer Journey Management Consultants who specialise across Adobe Campaign and Adobe Journey Optimizer Technology and ensure quality professional services delivery that results in tangible business outcomes for our customers.
You will join the CJM leadership team to support the operations of our team and drive continuous process improvement and efficiency while establishing high standards for customer delivery. You will recruit and develop consultants and drive utilization goals to ensure target achievement. You will support customer success through direct and indirect customer engagement. You will also help develop a culture of innovation, build and grow community relationships, and serve as a strong champion for our services and our team, internally and externally. Specific tasks include:
Team Leadership
Lead, recruit, and drive the growth of an Adobe CJM Consulting team
Inspire the team with positivity and optimism, creating a culture of high expectations, proactivity, innovation, achievement, and fun
Support the employee experience, and continual development of team members to achieve individual goals
Organize and where relevant, conduct enablement sessions to continue to drive team strength
Owning 1-1s and check ins with your team
Clarify priorities, tasks and timelines associated with internal initiatives
Delivery Management
Drive continuous improvement of Customer Journey Management delivery standards, and practices
Ownership of customer value and generation of success stories
Maintaining high levels of project hygiene and compliance with CJM operational standards
Working with Consultants and Project Managers to find opportunities for upsells / growth of existing projects and customers
Act as Delivery Sponsor on priority projects
Proactively prevent and reactively resolve customer escalations
Business Management
Ownership of team resourcing, scheduling, utilisation, forecasting and actuals vs plan

**Meet and exceed key targets around**: employee engagement, customer impact, customer satisfaction and customer facing utilization
Strategic Initiatives
Working closely with the Line of Business Leader to define and execute initiatives to help us achieve our goals for FY23 and beyond
Proactively champion collaboration with all Consulting Line’s of Businesses, Global Practices, Customer Success, Sales, Engineering, Product Management, and other internal Adobe teams. Align with CJM peers Globally
Sales Alignment
Tracking the pipeline of incoming deals, ensuring high quality sales handovers and fast project kick offs.
Provide ad-hoc support to the Professional Services sales organization to scope and craft high quality delivery engagements
Participating in initiatives to boost pipeline and bookings as appropriate
What You Need to Succeed
Profound technical background in Adobe Experience Cloud and Customer Journey Management (CJM) technology
2 years’ experience working with Adobe Journey Optimizer/Journey Optimizer and 5+ years experience working with Adobe Campaign implementations
Technical expertise to drive complex conversations eg. Javascript, Databases (Snowflake, PostgreSQL), AWS
Master product delivery guardrails and best practices to oversee custom solution and implementation
Strong technical experience to bridge the gap between consulting delivery and the Adobe BU (Product Owners and Engineering)
Executive leadership skills including the ability to develop, influence, and empower a diverse team to improve results
A proven strategic thinker, able to grasp a vision,

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