Expert Consultant – Solution Customer Success Manager, Adobe Workfront (adobe Practice)

Expert Consultant – Solution Customer Success Manager For Adobe Workfront (Adobe Practice)

The expert consultant – Solution Customer Success Manager for Adobe Workfront (Adobe Practice) will serve as the primary advocate for client success, ensuring maximum value realization from a client's Adobe Workfront investment. You will combine deep technical expertise in project management solutions with exceptional relationship management skills to drive client satisfaction, retention, and growth. This role requires a strategic mindset to understand complex business needs while providing hands-on guidance for Workfront optimization and best practices.

Duties And Responsibilities

Client Relationship & Success Management:

• Develop and execute comprehensive success plans that align Workfront capabilities with client business objectives.
• Conduct regular business reviews, health checks, and strategic planning sessions to ensure optimal platform utilization.
• Monitor client adoption metrics and engagement levels to predict and prevent churn risks.

Adobe Workfront Solution Expertise:

• Recommend comprehensive Adobe Workfront solutions tailored to specific client project management needs.
• Recommend Workfront Fusion scenarios, modules, and routes to optimize automated workflows and business processes.
• Recommend system integrations using connectors and APIs to ensure seamless data flow between Workfront and other enterprise systems.
• Provide expert guidance on Workfront architecture, scalability, performance optimization, and security best practices.
• Stay current with latest Adobe Workfront releases, features, and industry best practices to drive continuous improvement.

Value Analysis/Solutions/Outcomes:

• Able to take client business objectives and turn them into comprehensive value realization programs -- including success metrics, measurement frameworks, and timeline milestones.
• Evaluate information gathered from multiple client sources, reconcile conflicting priorities, decompose high-level business goals into actionable value drivers, and abstract tactical activities into strategic value narratives.
• Proactively identify and communicate value realization opportunities and risks to client.
• Own and monitor client success metrics and key performance indicators to ensure all deliverables demonstrate measurable business value.

Strategic Value Thinker:

• Serve as a value realization thought leader for assigned client engagements by implementing success frameworks and measurement capabilities that align with overall business strategy.
• Understand the client's business objectives and proactively manage client and consulting team expectations around value delivery timelines.

Problem Solver & Success Advocate:

• Proven experience using structured, disciplined approaches to solving client adoption challenges, value measurement problems, and success barriers.
• Ability to head off potential client satisfaction issues before they materialize and have strong client advocacy skills.

Documentation & Reporting:

• Strong skills to produce necessary value realization documentation, including success plans, value measurement frameworks, ROI reports, adoption metrics, and executive dashboards.
• Support the account team in developing value realization briefs, success statements of work, and measurement templates and tools.

Qualifications

Required:

• 2-4 years of customer success or account management experience in client-facing roles in consulting or agency settings.
• 2+ years of hands-on experience with Adobe Workfront, including system configuration and implementation.
• Adobe Workfront certification (Professional or Expert level).
• Deep knowledge of Adobe Workfront architecture, features, and functionalities.
• Experience with Workfront Fusion scenarios, modules, routes, connectors, and API integrations.
• Understanding of project management methodologies (Agile, Waterfall, hybrid approaches).
• Proficiency in database management and basic scripting languages.
• Experience with system integrations and data mapping processes.
• Experience with value realization methodologies, ROI measurement, or business outcome tracking.
• Conducting client workshops and stakeholder sessions to define success criteria and value metrics.
• Basic understanding of business case development and value measurement frameworks.
• Client relationship management and stakeholder engagement experience.
• Success plan development and execution.
• Understanding of consulting delivery methodologies and client engagement processes.
• Experience with customer success platforms (e.g., Gainsight) and measurement tools.
• Strong analytical skills with the ability to translate data into actionable insights.

Preferred:

• Bachelor's degree.
• Understanding of change management principles and adoption methodologies.
• Experience in client budget management and commercial discussions.