Senior Director, Customer Engineering Strategy, Operations, and Intelligence
San Jose
hace 3 horas

The Opportunity

Are you interested in making a Customer Engineering difference on a global scale? Adobe Digital Experience is making a significant investment in Customer Engineering and is seeking an experienced leader for Senior Director of Global Customer Engineering Strategy, Ops, and Intelligence.

You will report to the VP of Customer Engineering and build then execute a support strategy that delivers and a premier end-to-end customer experience.

The Senior Director of Global Customer Engineering Strategy, Operations and Customer Intelligence will drive the development and ongoing iteration of an ambitious growth strategy across paid premier and core support offerings and provide operational support to the broader DX Customer Engineering group.

  • The team led by this individual will consist of GTM operations, business insights, and delivery operations specialists. This role will require someone to be passionate and knowledgeable about the collaboration, creativity, and digital business transformation spaces;
  • understand the challenges and opportunities of working with and through our customers, and be highly analytical and strategic, and driven to impact.

    What You’ll Do

    Build Customer Intelligence and Operations leveraging predictive analytics to determine near term and long-term customer value

    Proactively engage cross-functional teams to deliver critical business insights that drive adoption of services by scaling with efficiency, resulting in a center of excellence

    Establish a new forum to present data to product leaders across our DX business that will result in a best-in-class end-to-end customer experience

    Collaborate with IT to lead a successful standardization strategy with a flawless migration to Microsoft Dynamics CRM

    Shape Adobe’s Customer Engineering team’s growth strategy and plans. Establish workforce planning, process optimization, customer experience improvements, and automation tools for core support functions.

    Refine GTM strategy and execution for a paid Premier Support function

    Build a high-performance organization obsessed with enabling our teams to deliver a seamless customer experience

    Innovate to enhance customer experience, including new applications of technology (AI, Virtual Reality, video)

    Support continuous improvement throughout the company - create transparent data collection / reporting infrastructure to serve as a common language to drive positive change

    What You Need to Succeed

    15+ years of experience in technology strategy consulting, ideally in customer support strategy and operations experience, billable customer support, and GTM with one or more successful technology firms

    7+ years of strategy and business operations experience in software, cloud, and / or Internet industries

    Graduate degree in operations or technical field

    Experience leading complex operational and central initiatives, ideally with / within a global, matrixed organization

    Familiarity with and regular use of Adobe's products strongly preferred

    Hardworking and creative leader with the ability to inspire others and develop employees

    Experience with software and support tools such as Zendesk, JIRA, Gainsight, and Salesforce

    Analytical and process-focused approach

    Demonstrated desire for continuous learning and improvement

    Excellent communication and presentation skills

    Deep understanding of value drivers in SaaS subscription / recurring revenue business models

    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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