Join a dedicated team at Adobe and contribute to the technical success of our largest customers. This role offers an outstanding opportunity to craft the future of Adobe's customer engagement strategy and make a significant impact. You will work with a diverse range of collaborators, applying your expertise to successfully implement innovative solutions and ensuring magnificent execution of customer strategies. This is your chance to be part of a ground-breaking organization that values teamwork, inclusion, and continuous improvement.
What You Will Do
- Lead Ultimate Support engagement(s) for leading Indian BFSI customers, serving as the technical executive point of contact throughout the Customer's solution usage lifecycle.
- Highly focused on advising & consulting and support customer's technical strategy with Adobe Solutions via service delivery plans with clear outcomes.
- Assess strategic Customer technical risks and opportunities, driving the extended Adobe team to build and deliver mitigation and "get well" plans with leadership teams.
- Drive clear communication across Customer operational areas. Maintain regular and appropriate governance with both internal and external executive teams.
- Advocate for Customer across internal Adobe teams. Optimize the client's investment and accelerate task, issue execution, and resolution.
- Drive innovation, roadmap influence, standard methodologies, and process improvement back into the Adobe ecosystem.
- Responsible for the global engagement model and review cycle across multiple business units and/or brands.
- Consolidate collaboration and cadence across all technical partners and influence delivery achievements across multi-solution, multi-discipline engagements.
- Work hands-on with Adobe's internal collaborators like Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and the Adobe Consulting practice and third-party partners in support of customer's success.
- Lead a matrixed services team that may involve multiple project teams from Adobe or client or partner organizations. Develop efficient & effective working relationships with Customer partners.
- Make recommendations on how new and existing features fit within customers' environments, supplying standard methodologies and recommendations.
- Lead project-based, consultant-led architectural and design discussions to ensure solutions are optimized and ready for maximum value delivery.
- Mentor immediate team members as needed & develop skills within the team.
What You Need to Succeed
- Bachelor's Degree in a related technical industry subject area or equivalent experience. An MBA is preferred.
- 15+ years of experience in a senior capacity in consultative, customer service, customer success, and/or related roles in digital marketing technology.
- Strong executive presence with ability to collaborate across multiple teams throughout Adobe and client-side VPs, including CMOs and CXOs.
- Excellent presentation skills, confident phone and conference presence, and the ability to lead meetings, workshops, and reviews in front of any audience size.
- Strong conflict-resolution skills to drive closure to customer concerns and open technical issues.
- Outstanding customer-facing skills that enable you to represent Adobe best within a customer's environment.
- Validated interpersonal, prioritization skills, and an ability to work in a highly matrixed environment.
- Capable of driving timely resolution across a broad set of issues with the Customer: technical, architecture, business process, and partnerships.
- Ability to think strategically about business, product, and technical challenges to help our customers realize their software investments, efficiencies, advantages, and innovations.
- Awareness of development methodologies and technologies, and understanding of and experience with marketing software and domain principles.
- Experience with Adobe ecosystem. Business practitioner level knowledge with more than one of the Adobe Experience Cloud products. Adobe DX Certifications are highly desirable.
- Validated experience working with BFSI clients, with a deep understanding of key challenges such as compliance, personalization, omnichannel engagement, and the implications of industry regulations (e.g., GDPR, PCI DSS) on data management.
- Ability to travel to the Mumbai client location (approximately 50-75 percent) as required.
About Adobe
Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.
Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.
Let’s Adobe together
At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.
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