Attrition Program Manager

Adobe; Reading; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading software company in the UK seeks an AMP Services Engagement Lead to enhance customer retention. The role demands a strategic thinker with strong leadership capabilities to shape the program strategy and drive alignment across teams. Ideal candidates will have experience in managing customer success initiatives and a strong customer-centric approach. The position offers an opportunity to impact organizational change and develop innovative strategies for customer engagement.

Benefits

Diverse and inclusive workplace

Career development opportunities

Employee Networks

Qualifications

• Proven ability to define and execute high-level strategies that drive measurable business outcomes.
• Exceptional interpersonal and communication skills to influence and align teams.
• Experience managing complex workflows and driving process excellence.
• Expertise in synthesizing data into actionable insights.
• Commitment to understanding and delivering customer solutions.

Responsibilities

• Define and evolve program strategy for customer retention.
• Drive executive alignment for program initiatives and strategic priorities.
• Manage cross-functional teams ensuring successful execution.
• Conduct customer discovery sessions to identify attrition risks.
• Develop and maintain dashboards to track program performance.

Skills

Strategic mindset

Leadership and collaboration

Operational expertise

Analytical acumen

Customer-centric approach

Technical proficiency

Tools

Salesforce

Power BI

Tableau

Workfront

Job description

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

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

Strategic Leadership

• 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.

Operational Excellence

• 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.

Customer Engagement

• 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.

Data-Driven Insights

• 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.

Key Responsibilities

• Validate Nomination Criteria: Confirm account risk factors to ensure accurate identification and program inclusion.
• Prioritize Requests: Manage retention nominations by balancing urgency, impact, and resource availability.
• Align Account Teams: Partner with account and delivery teams for unified strategies and clear communication.
• Lead Customer Discovery: Conduct sessions to uncover root causes of attrition risk and validate scope of actions.
• Facilitate Investment Approvals: Document and secure leadership approval for investments aligned with program goals.
• Oversee Delivery & Contracts: Manage delivery team involvement, assignments, and ensure compliance with program standards.
• Monitor Partner Resources: Track partner alignment, accountability, and deliverables with support from delivery PM.
• Coordinate Close-Out: Confirm scope completion, deliver agreed outcomes, and set follow-up checkpoints for account teams.
• Analyze Surveys & Impact: Ensure post-engagement surveys are submitted, analyze insights, and report program impact.
• Capture Leads: Record new leads and collaborate with Adobe Professional Services Sales for revenue opportunities.
• Track Progress & Utilization: Report on program progress, consultant utilization, and key metrics for leadership.
• Drive Program Evolution: Apply learnings to refine strategy and improve efficiency and impact.

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 (elements of the below):

• 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.

Having experience in Consulting project delivery, potentially by having been a billable resource, would be an asset for this role.

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 characteristics protected by law.

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