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Attrition Program Manager
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AMP Services Engagement Lead 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. The Opportunity Join the dynamic team driving the Attrition Mitigation Program (AMP), a strategic initiative focused on retaining accounts at risk and ensuring customer success. As the AMP Services Engagement Lead, you will play a pivotal role in shaping the program’s strategy, driving cross‑functional alignment, and delivering measurable outcomes to enhance customer value realization, retention and satisfaction. This senior‑level role requires a strategic thinker with strong leadership capabilities, operational expertise, and a customer‑centric mindset to lead high‑impact initiatives and influence organizational change. Key Responsibilities Define and evolve program strategy: Leverage insights from engagements to refine the AMP strategy, ensuring alignment with Adobe’s broader customer success and retention goals. Drive executive alignment: Partner with senior leadership to secure buy‑in for program initiatives, investment decisions, and strategic priorities. Influence organizational change: Act as a thought leader in customer retention strategies, driving innovation and best practices across teams. Validate account risk criteria: Assess and refine risk frameworks to ensure accurate identification of at‑risk accounts and prioritize high‑impact opportunities. Optimize workflows: Develop scalable processes for nomination validation, prioritization, and engagement lifecycle management to maximize efficiency and impact. Oversee delivery: Manage cross‑functional teams, including account teams, delivery teams, and external partners, ensuring seamless execution of engagement strategies and deliverables. Lead customer discovery: Conduct in‑depth discovery sessions to identify root causes of attrition risk and develop tailored action plans. Facilitate strategic planning: Collaborate with customers to define success metrics, align on objectives, and ensure measurable value realization. Drive adoption and satisfaction: Implement enablement strategies and post‑engagement surveys to ensure customer satisfaction and continuous improvement. Measure program impact: Develop and maintain dashboards to track program performance, consultant utilization, and customer outcomes. Leverage analytics: Use data insights to inform program evolution, identify trends, and recommend improvements to enhance efficiency and effectiveness. Validate nomination criteria, prioritize requests, align account teams, secure investment approvals, oversee delivery, monitor partner resources, coordinate close‑out, analyze surveys, capture leads, track progress and utilization, and drive program evolution. What You Need To Succeed Strategic mindset: Proven ability to define and execute high‑level strategies that drive measurable business outcomes. Leadership and collaboration: Exceptional interpersonal and communication skills, with a track record of influencing and aligning cross‑functional teams and senior stakeholders. Operational expertise: Strong experience in managing complex workflows, prioritizing competing requests, and driving process excellence in fast‑paced environments. Analytical acumen: Expertise in synthesizing data into actionable insights and presenting findings to diverse audiences, including executives. Customer‑centric approach: Commitment to understanding customer needs and delivering solutions that drive satisfaction and retention. Technical proficiency: Familiarity with CRM systems, contract management, and reporting tools (e.g., Salesforce, Power BI, Tableau, Workfront). Preferred Experience Extensive experience in customer retention programs, risk assessment frameworks, or account management. Familiarity with consulting project delivery and resource management. Experience working in cross‑functional teams or on strategic initiatives. Deep knowledge of industry trends in customer success, retention strategies, and account management. Experience in project delivery for consulting services, ideally having served as a billable resource or in a client‑facing capacity. Adobe for All We’re committed to fostering a diverse and inclusive workplace. From fair‑pay practices to Employee Networks and inclusive programs, Adobe strives to create an environment where everyone can thrive. If you’re excited by this opportunity but unsure if you meet every requirement, we encourage you to apply anyway. We believe that by bringing together diverse perspectives, we become stronger together. Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race, 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.com or call (408) 536-3015. #J-18808-Ljbffr
