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
The Customer Success Strategy & Operations team provides technology & analytics support that enable our Customer Success Managers to deliver a best-in-class experience to Adobe customers. Workfront is the Enterprise Work Management Platform that helps marketing, IT, and other enterprise teams to transform their work from traditional, siloed, and rigid to digital, connected, and flexible. Workfront reaches beyond the confines of traditional project management to meet the needs of the workplace as a complete connected operational system of record.
What You’ll Do
The Workfront System Administrator owns the implementation & optimization of the CS Strategy and Operations Workfront instance used primarily for organizing customer engagements in a consistent & scalable way. The right candidate will be capable of leading discover, design, configuration, and launch sessions to produce sophisticated enterprise solutions based on stakeholder requirements. This role requires certification in the Workfront product (within 90 days of start date) with an experienced knowledge of Workfront including and understanding of reporting, object relationships, design, and configuration leading practices, as well as business process engineering / re-engineering.
The Workfront System Administrator should have a firm grasp of Customer Success business practices alongside the ability to identify and assess gaps in processes and systems. Experience with reporting structures, project management, approval workflows, and other typical business functions is required for success.
Additionally, the person in this role should be proficient in analyzing and interpreting data sets, assessing needs and providing action plans. They will be able to make recommendations for optimizing business processes leveraging technology & data. A strong presence with skills in leading conversations at all levels of an organization is required. As always, an outstanding customer experience that leads to customer success, is our most meaningful goal.
Responsibilities:
Work directly with key stakeholders within Customer Success to understand and detail their needs and deliver a prescriptive enterprise solution
Lead enterprise-wide pre-discovery, discovery, design, configuration, and launch of Workfront instance, following a validated methodology and approach, to successfully enable customer success to achieve their unique business objectives using Workfront
Review and analyze sophisticated requirements, define scope and related level of effort, identify risks & issues, and develop solutions accordingly
Work with other members of the team to deliver solutions within agreed upon timeline
Increase adoption of Workfront ultimately growing the business value and return on Workfront investment
Develop enterprise framework, project charter, RACI matrix, change management procedure, project plans, design documents, roadmaps, templates, layouts, queues, custom forms, reports and other project artifacts that align with the defined requirements and project plan defined during engagement
Serve as a workflow/process configuration mentor, coach, and knowledge resource for customer success managers
Other duties as assigned
What you need to succeed
Bachelor’s Degree or 7+ years combined equivalent practical experience in area of Operations, implementing, delivering technology solutions
Experience in CRM technologies and a fundamental understanding of how data flows to and from core systems of record.
Sales, pre-sales scoping, customer success, or other related customer relationship building
Workfront System Admin experience, with Workfront Certification (or ability to become certified upon hiring)
High technical capability and ability to deliver sophisticated documentation (including diagrams/flowcharts)
Superb communication, interpersonal, problem solving and relationship skills
Excellent analytical and strategic skills
Experience crafting project charters, leading governance conversations, and helping customers gain adoption through change management
Knowledge about API development and system integration
Practice working with customers who use Agile/Kanban methodologies
Ability to work on multiple tasks and able to prioritize personal workload
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