Sr. Director, Customer Experience, Solution Led

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

Our Digital Experience division, and more specifically, our Solution Led velocity business is a high growth area for Adobe, and we are seeking a senior leader to transform business value realization for customer experience in this business. The primary focus of this role is to build an extraordinary at scale post-sale experience for our thousands of customers in the early stages of their buying journey with Adobe.

This leader will lead at team of ~60 post-sale resources along with providing scaled support and services for our Solution Account management organization to drive adoption of our solutions, and ultimately ensure our customers realize value from the investment in their solutions. Happy customers equal more growth.

Do you have the experience, drive, and passion to make customers at scale successful at Adobe?

What you'll Do

• Develop the Solution Led post-sale strategy for our velocity business across the Americas region; working with the VP, Solution Led and Select Markets and his leadership team, as well as engaging across the Adobe ecosystem and team members.
• Develop a team of ~60 employees passionate about helping customers get the most from their investments in Adobe technology. Ensure their teams deliver efficiently via strong operational focus, capability development, and alignment with key partners in sales, product, and consulting teams
• Responsible for the development of engagement models, methodologies, and offerings that ensure the adoption of Adobe Digital Experience products at our customers
• Develop thoughtful and strategic offerings which engage customers at key points in the Customer life cycle that drives product adoption and value realization
• Drive strong partnership and interlock with the Adobe ecosystem to develop our tools, systems and processes that engage and drive the right outcomes for our customers.
• Attract, recruit, inspire and retain the best talent

What you need to succeed

• 8+ years' experience in growing Software or SaaS organization leading customer experience at scale
• Demonstrates solid understanding of scaling customer growth and retention in a post-sales organization; understanding how to scale our post sales motions.
• Deep expertise in systems, analytics, early warning systems, and the ability to transform customer health platforms to better drive scaled growth.
• Consistent track record of leading customer relationships centered around digital transformation through strong partnerships
• Influence leadership and interlocking across company ecosystems – to show success in large-scale transformations and be a strong change agent
• Self-motivated, accountable, and passionate about exceeding customer expectations
• Exceptional organizational, presentation, and communication skills both verbal and written in English
• Ability to convey sophisticated ideas and influence leadership and colleagues at an executive level
• Collaborate with other senior leaders to achieve shared business outcomes
• Technical expertise to constructively engage with product leadership to help shape the product roadmap

Our compensation reflects the cost of labor across several  U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $218,900 -- $471,100 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans.  Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

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