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.
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.