Expert Consultant – Solution Customer Success Manager, 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 trans