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Senior Customer Reference Manager

Expired Job

Adobe Systems Incorporated San Jose , CA 95111

Posted 3 months ago

Adobe's Customer Reference Office has the unique privilege of collaborating with dynamic, creative and talented people across all industries to promote how they use Adobe solutions to deliver truly amazing work.

Position Summary:

This position is responsible for:

  • Recruiting and managing Adobe customers who will act as references for Adobe's Digital Marketing business

  • Cultivate and nurture senior customers into mutually beneficial advocacy relationships.

  • Managing stakeholder relationships as consumers of customer references and customer reference material to meet specific business and marketing priorities

  • Own the operation, maintenance and continued development of the Customer Reference Office's global reference management system infrastructure

  • Leading the Customer Reference Offices regular reporting processes to indicate success against goals and critical insights to enhance overall operation efficiency of the Customer Reference Office


  • Work directly with Adobe's World Wide Field Organization and Adobe's Digital Marketing business unit to identify successful customer reference targets

  • Recruit and manage identified Adobe customers to participate as references in a wide variety of activities to promote broad market awareness for Adobe solutions, support the sales cycle and accelerate deal closure including but not limited to: written content, PR pitches, videos, presentation material and speaker management. Organize, track and manage customer reference information for reporting.

  • Cultivate and nurture senior references into strategic, mutually beneficial advocacy relationships, targeting the right opportunities to further develop the personal and professional brand of these individuals and support Adobe marketing initiatives.

  • Prioritize a positive experience for all customer references as they participate in the Adobe Customer Reference Program by presenting customers with opportunities for participation that are beneficial to them, while balancing stakeholder requirements.

  • Work closely with the Digital Marketing Business unit to understand annual Adobe solution reference requirements, develop objectives and deliver against those objectives on a quarterly and yearly basis. Communicated metrics of success or insights for improvement regularly.

  • Own the operation of the Customer Reference Office's reference management system infrastructure, including maintenance, prioritization of enhancements, continued development, best practices and process training for the global reference team. Collaborate with internal teams across Adobe to facilitate the integration of Customer Reference Office data into appropriate systems to enable greater discovery of and use of Adobe references with a closed loop reporting mechanism.

  • Drive the Customer Reference Office regular reporting process to deliver a status of Customer Reference Office activity against goals and offer critical insight into areas of improvement to enable efficient resource allotment. Continue to evolve the process and data gathered to ensure the Customer Reference Office is providing measurable value aligned to Adobe 's business goals.

  • Cultivate service relationships with internal stakeholders and consumers of customer reference resources including sales, public relations, corporate marketing, social media, campaign marketing, web content marketing, demand marketing and field marketing.

  • Collaborate across the extended customer reference team to enable account alignment and efficient use of resources and effective customer interactions

  • Manage vendors to scale program activities including content writing services, customer interaction, information organization, content development, social media outreach and more.


  • 7-10 years in Corporate Marketing, Communications, Public Relations, Customer Support or Customer Success Management; experience with a customer reference program is a plus

  • Bachelor or Master's Degree in Business, Marketing, Communications or a related field

  • Excellent interpersonal, verbal and written communications skills

  • Ability to successfully build relationships with customer contacts ranging from C-Level to developer level

  • Strong public speaking skills are a plus for giving presentations and managing customer speakers to success

  • Ability to work in a fast-paced environment with the flexibility to adapt to a changing landscape

  • Highly organized, motivated, proactive, ability to multi-task and deal with ambiguity

  • Must possess a team-oriented philosophy as cross-organizational team building and buy-in is critical

  • Strong project management and organization skills

  • Strong content development skills

  • Ability to think and act strategically while executing tactically

  • Some travel required

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.

If you're looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

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Senior Customer Reference Manager

Expired Job

Adobe Systems Incorporated