Manager Contract Operations

3 weeks ago

Bengaluru, India Adobe Full time

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

Manager, Contract Operations

The Challenge:

In Contract Operations, our vision is to simplify and innovate to make it easy for our customers to do business with Adobe. As stewards of Adobe’s global quote-to-cash business processes, we strive to delight customers and stakeholders through standardized processes and automated solutions that are supported by smart people who are flexible to evolving business needs. We move quickly, so the business can move quickly and capitalize on opportunities to support the creativity of our customers. We are a value-driven organization and foster a culture of diversity, inclusion, and continual growth and learning.

What you’ll do:

Understand and align with organizational objectives, familiarize yourself with the organization’s key objectives. Understand how your team’s work fits into the broader goals of the organization and communicate these objectives to your team. Set clear goals and expectations, work with the team to set goals that align with both their personal and professional development and the organization’s objectives. Provide support and training, identify the resources, training and support that the team need to achieve their goals and perform their job effectively, while leading day to day and monthly/quarterly activities. Support all activities related to, but not limited to, customer account management, business consultation, contract validation and execution, order processing, invoice creation, usage metering, and provisioning products. Performs complex validations of revenue transactions sourced through multiple selling channels (Channel, Enterprise, eCommerce). Ensures that deals presented align with product rules, revenue standards, and compliance policies. Executes work in compliance with SOX controls, including drafting controls, narratives, memos, and process documents. Partners with internal and external auditors on audits of control design and execution. Stewards and knowledge experts over customer information related to contracting, order management, and provisioning. Leverages this knowledge to provide business recommendations to ensure optimal customer experience outcomes. Monitors a subset of automated transactions through various tools and technology solutions. Review logs and system reporting to intervene, troubleshoot, and manage errors. Provide escalation support for external customers, sales, customer service, product management, product marketing, finance, and legal. Serve as a subject matter expert who initiates investigation, coordinates cross-functional teams, and drives issues to resolution. Be a champion of scaling the business through automation by identifying ideas, building proposals, securing support for prioritization, documenting requirements, partnering with technical teams for development, testing solutions, and leading enablement and change management.  Operationalize strategic plans for new product offerings and routes to market by testing, adopting, documenting, and communicating required changes. Executes against defined integration strategies for acquired companies, including onboarding to new systems and processes, maintaining business continuity, and performing customer, financial, product, and user data migrations. Designs and executes reports to support accuracy reconciliation, capacity planning, work completion, key results performance, and other ad hoc requests. Creates and maintains documentation essential to performing the role. Includes: job procedures, corporate policies, process flows, stakeholder FAQs, and new hire onboarding documentation.

What's needed to succeed:

Ability to manage and motivate a team Ability to delegate and supervise staff Strong written and verbal communication and presentation skills Relentless attention to detail with a central focus on customer experience Critical thinking skills to solve unique challenges Ability to prioritize, multitask, and meet crucial deadlines Solid documentation and organizational skills Self-starter that can execute work independently Capable interpretation of legal contracts, terms, and conditions Knowledge of accounts receivable, revenue recognition, and finance operations Bachelor’s degree or regional equivalent Demonstrated proficiency with standard tools (Office 365, ERP, CRM) 3-5 years of experience in a management or similar related role

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