Customer Success Onboarding Lead
San Jose
hace 4 días

The Opportunity

Are you passionate about working with customers to make them widely successful? The Adobe Customer Success team is responsible for the post-sales customer experience, driving adoption, consumption, and value realization for our customers.

Our team is fueled with a passion for innovation, growth, and a steadfast dedication to making our customers successful.

We’re hiring an Onboarding Lead to join our Digital Experience Customer Success Management (DX CSM) team to improve the onboarding experience for all DX customers.

In this role, you will be responsible for developing, managing, and measuring the impact of the Customer Success Onboarding Program for the Americas DX CSM team.

You will develop insights and recommendations for the CSM leadership team who you will partner with to execute and evolve the onboarding program strategy.

You will also collaborate with CSM global leads to share best practices and iterate on program methodology.

Program Management

  • Establish and lead all aspects of the Onboarding Program including defining scope, project timelines, task assignments with all DX teams, and highlighting dependencies / risks.
  • Drive accountability on the execution of Onboarding engagements with customers and customer facing teams on all aspects of projects / program.
  • Alignment across all DX solutions to keep consistent methodology and definitions
  • Lead critical cross-functional meetings to align team (CSMs, consulting, support, sales and product), driving agenda / action items, ensuring relevant insights are widely shared and working through issues to ensure delivery.
  • Development and upkeep of customer onboarding program assets (i.e. customer journey maps, engagement playbooks, personas, frameworks)
  • Operational Leadership

  • Definition and improvement for onboarding operations, including forecasting, tracking, and assigning new customers to onboarding engagements
  • Operational and insight reporting across all onboarding to measure program impact and opportunities for improvement
  • Prepare executive-facing readout of program performance, callout risks, and hold team accountable.
  • Efficiently communicate on program performance, red flags, dependencies.
  • Develop recommendations to improve execution in across a matrixed organization
  • What you need to succeed

  • Bachelor’s degree in Business, a technical field, or equivalent practical experience
  • 8+ years of program management experience in enterprise software (program / project management certifications are a plus)
  • Skilled at Change Management within large organizations, helping to inspire change across groups by engaging key partners
  • Experience working with CX strategy teams, preferably in customer journey mapping, persona development and onboarding program execution
  • Ability to communicate sophisticated ideas successfully both verbally and in writing
  • Strong experience supporting cross-functional multidisciplinary teams to launch high-impact business initiatives. Extensive experience leading sophisticated projects to completion.
  • Ability to learn quickly, be an excellent teammate, and handle change
  • Constantly optimizing identify tools / technology, processes, and templates to drive repeatable results and with an eye towards how to scale
  • Flexibility to travel (approx. 20%)
  • 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 where ongoing feedback flows freely.

    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.

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