Engagement Manager - Doc Cloud Professional Services

Job Description

Responsibilities

• Engage with customers and conduct kick-offs to provide a clear perspective on Professional Services scope, approach, delivery model, and next steps.
• Gain an in-depth understanding of the client’s Document Cloud objectives, business priorities, and underlying needs.
• Work with the customer to capture and consolidate high-priority and long-term use cases to build an overarching roadmap.
• Gather, document, and guide client business requirements, ensuring alignment with project scope and delivery outcomes.
• Lead implementation project delivery, including scope definition, planning, execution, governance, and progress reporting.
• Manage multiple client engagements / portfolio of engagements simultaneously across different stages of progression.
• Manage customer expectations appropriately and keep projects on schedule and within scope.
• Coordinate with technical consultants, client developers, third parties, onshore/offshore teams, and partners throughout the implementation process.
• Lead sprint planning, project tracking, retrospectives, and resource coordination across customers and delivery cycles.
• Identify customer struggles and ideate with clients on opportunities to improve Doc Cloud adoption across departments / functions.
• Evaluate customer maturity and define next steps to help customers improve adoption and usage.
• Work with customers to assess the value realized from their Document Cloud investment and discuss the same in periodic check-ins.
• Build strong relationships and communicate effectively across the customer ecosystem, including business owners, IT, project teams, and senior collaborators.
• Act as an advocate for the customer internally at Adobe, working across Services, Support, Product, Sales, and Customer Success teams to resolve issues and drive outcomes.
• Represent portfolio of projects in internal reviews and provide status updates, risks, achievements, and governance insights.
• Be a vocal member of the team, contribute innovations, new ways of working, and help continually improve delivery and consulting practices.
• Additional Responsibilities: Act as the key engagement owner and strategic consultant for assigned clients.
• Translate customer requirements, challenges, and business goals into mature problem statements, actionable plans, and delivery roadmaps.
• Find opportunities for new use cases, expanded usage, cross-functional adoption, and renewal support.
• Work closely with technical consultants to ensure implementation standard processes are followed and optimized where needed.
• Build business relationships with Adobe Consultants, Partners, Sales, Solution Consulting, Customer Success, and Product teams while maintaining the highest level of professionalism.
• Support additional team members by mentoring, coaching, and sharing standard processes.
• Demonstrate thought leadership and explore new approaches to solve customer problems.
• Help customers achieve successful adoption, expanded usage, and measurable business outcomes.
• Required Skills 8–10 years of relevant work experience in Digital Transformation, Consulting, Project Management, or SaaS implementation roles.
• Minimum 3 years of prior experience in a client-facing project, program, or consulting role.
• Prior experience leading SaaS implementation projects and managing rollout/adoption of new solutions.
• Strong ability to manage scope, schedule, risks, resources, and customer expectations within a project management framework.
• Exceptional organizational, presentation, and communication skills — both verbal and written.
• Excellent customer-facing skills with experience presenting to and achieving agreement from senior leaders, including Managers, Directors, VPs, CMOs, and CXOs.
• Outstanding problem-solving and analytical skills, including the ability to identify issues, resolve them quickly, and know when to engage internal resources.
• Ability to summarize and communicate effectively at the executive level.
• Ability to multi-task and prioritize across multiple projects and customers at the same time.
• Experience with Agile Scrum processes and project management systems such as Jira, Confluence, or equivalent tools.
• Experience reviewing and elaborating business and technical requirements, and coaching client resources around requirements management.
• Must be self-motivated, responsive, professional, and dedicated to customer success.
• Possess an innovative, problem-solving, and forward-thinking perspective.
• Ability to successfully manage project teams and customers through ambiguity.
• Strong knowledge of Microsoft Office suite for creating and communicating analysis, strategies, reports, and customer-facing presentations.
• Special Consideration Experience with an eSignature platform such as Adobe Acrobat Sign.
• Demonstrable experience successfully working with offshore or distributed delivery teams.
• Knowledge and experience of key integration points such as Salesforce, Microsoft Dynamics, SharePoint, Workday, and document generation solutions such as Nintex and Conga.
• Certified ScrumMaster, PMP Certification, or equivalent project/program management certification.
• MBA, degree in Computer Science, Engineering, or relevant industry experience.
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