Principal Engagement Executive

Adobe; Canada; On-site; CAD 90,000 - 130,000; Full time

Job summary

A leading software company in Canada seeks a Customer Solutions Engagement Executive to manage substantial projects, ensuring customer satisfaction and value delivery. The role involves collaborating across departments, driving revenue management, and producing measurable outcomes. Ideal candidates have over 8 years of customer delivery experience, a Bachelor's degree, and strong leadership skills. Join to influence the future of consulting at this renowned firm with a diverse team and equal opportunity environment.

Qualifications

• 8+ years in professional services, preferably in SaaS or enterprise software.
• Experience managing enterprise-level projects.
• Digital marketing experience preferred.

Responsibilities

• Manage customer service engagements for strategic customers in the Americas.
• Maintain high customer satisfaction and meet business goals.
• Collaborate with cross-functional teams on customer success plans.

Skills

Professional services experience

Consulting experience

Customer delivery experience

Strong communication skills

Leadership in a matrixed organization

Education

Bachelor's degree

MBA or equivalent experience

Job description

Our Company

Adobe is changing the world through digital experiences. We empower everyone—from emerging artists to global brands—to create beautiful, powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We are committed to creating an exceptional employee experience where everyone is respected and has access to equal opportunity. We believe new ideas can come from anywhere and that the next big idea could be yours.

The Opportunity

The Adobe Customer Solutions Engagement Executive manages substantial, innovative projects for critical Adobe accounts. Acting as a trusted advisor and strategic guide, you help Sales and Delivery teams align projects with customers’ objectives, maintain high customer satisfaction, and meet business goals. You are the primary customer contact in a billable capacity and drive the delivery of desired results while preserving strong executive connections.

Success requires collaborating across people, process, and technology with an industry or customer practitioner perspective to produce measurable customer value.

What You'll Do

Customer Engagement & Delivery Leadership

• Manage completion of all engagements related to Adobe’s customer service offerings for a defined group of strategic customers in the Americas, ensuring project fulfillment and upholding customer approval across every project and workstream.
• Ensure customer requirements are met, resulting in measurable business value aligned to customer priorities and objectives.
• Act as the primary liaison for customer executive coordination and work with any customer partners within the customer’s broader network.
• Upon contract booking, ensure detailed and efficient transition from Sales to Delivery.
• Ensure successful project closeout and transition from delivery to post‑delivery teams.
• Work cross‑functionally with Sales, Delivery, and Product teams to align on customer success plans and define opportunities to drive value across Adobe solutions.
• Serve as the main partner concern contact, ensuring customer issues are resolved promptly and projects remain on course.

Operational Excellence

• Accurate and effective revenue management, growth and margin execution, including revenue acceleration, backlog burn, expiration/extension management, and alignment with Adobe Finance and Operations teams.
• Ensure project revenue forecasts are up to date and accurate.
• Ensure Project Managers complete operational functions timely and accurately, including expense management, time entry and approval.
• Accountable for customer health reporting and intervention management.
• Manage the team within Adobe Customer Solutions by directing team assembly, employee onboarding, and transitions; handle changes in personnel or processes across all projects linked to assigned account(s).

Services Expansion & Opportunity Development

• Partner with Adobe Sales teams to build new services opportunities and facilitate contract extensions, change requests, and addendums.
• Offer insights for account planning alongside sales and project delivery units.
• Lead initiatives to renew and expand partnerships within the Customer Solutions division with existing clients, leveraging deep understanding of client objectives and necessary resources.

Key Attributes for Success

• 8+ years of professional services, consulting, or customer delivery experience of large programs, preferably in SaaS or enterprise software.
• Experience with enterprise‑level project or program management.
• Proven track record of building positive relationships, managing complex customer engagements, and leading transformation.
• Operational rigor and customer value focus with strong collaboration, leadership, and influence in a matrixed organization.
• Strong business insight and industry expertise with ability to speak to value drivers and use cases in customer’s context.
• Ability to navigate complex client situations and act as a change agent for clients and Adobe Services.
• Seamless connection of strategy and operational processes.
• Strong written and verbal communication skills, executive‑level presence, and experience in a client advisory role.
• Travel up to 50% to support client engagements.
• Bachelor’s degree; MBA or equivalent experience preferred.
• Digital marketing experience is preferred.

Why Join Adobe?

This role offers an outstanding chance to develop the future of Adobe’s consulting business. You will make a significant impact on customers, the business, and your team, working alongside some of the most skilled minds in the industry to push boundaries and drive meaningful outcomes.

Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race, color, ethnicity, national origin, age, disability, religion, sexual orientation, gender identity, or veteran status. For accommodation requests, contact [e-mail] or call (408) 536‑3015.

Accessibility

Adobe aims to make Adobe.com accessible to all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, please email [e-mail] or call (408) 536‑3015.

Equal Employment Opportunity

Adobe is proud to be an Equal Employment Opportunity employer. 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 characteristic protected by law. Learn more.