Director, Account Management and Operations
San Jose
hace 4 días

The Opportunity

This is a director-level position offering the opportunity to create and influence a new post-sale operations philosophy for Adobe’s Digital Experience business.

This role is a key leadership role in a critical growth go-to-market team within North America.

This opportunity, led by the right individual, will result in go-to-market operations that could be adopted for all of Adobe’s business.

While supporting via dotted line to an organization of 60-70 people, the core responsibility will be to drive operational excellence and consistency across five Adobe Digital Experience solution pods.

A description of the day-to-day activities of the team influenced by your work will be :

Getting value from the solutions they bought

Renewing their contracts

Expanding their usage of current and new Adobe Digital Experience products

Acting as overall relationship owners of those accounts

Setting the bar of excellence on how best to manage day-to-day relationships of 650 North American customers.

The focus in this customer segment is to build a volume and velocity business that can help our customers grow their business by growing their Digital Experience solution footprint.

Key to this role is an approach that realizes success by leading through others. This person will be passionate about building a positive team culture focused on multiplying the skills of the individuals on the team to help our customers grow through the use of technology!

What you'll Do

Mentor and lead first and second-line managers, who oversee the team of Account Managers (AMs) for Solution-Led Segment in a volume and velocity business

Grow and develop a passionate, engaged team with an employee-centric and customer-centric culture

Create a frictionless renewal methodology, making it easy for customers to stay with Adobe

Create policies and procedures that empower the team to innovatively problem solve on a day-to-day basis

Develop processes the team can use to know how, when, and where to drive customer issues

Drive practices that ensure team success as the internal voice of the customer

Govern the mentorship and empowerment of team members as they grow their customer skills

Be opinionated and provide input to ensure processes, tools, and team responsibilities are optimized to build a volume and velocity business

Identify scalable programs and initiatives to ensure that customers are getting value from the solutions they purchased

Coordinate with your fellow leaders to ensure forecast alignment on renewals and upsell to quarterly targets

Partner across the internal eco-system, working closely with peers across customer success, marketing, support, solution consultants, partners and professional services to improve the impact of the customer success team

Build executive customer relationships with top accounts

What you need to succeed

Experience managing or building high functioning Customer Success Teams

Experience leading in a large organization (sales, service, or both)

Ability to partner with other senior leadership to run cross-functional motions

Solid track record forecasting RBOB renewal and new ASV

Understanding and applying standard methodologies to support Adobe’s RBOB / Renewable BOB

Experience with Digital Experience technology

Proven success building positive team cultures

Ability to work in a rapidly expanding and matrix driven environment

Teamwork, good communication, and internal partnership skills are a must

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 gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status.

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