Director, Ultimate Success - Marketo, an Adobe Company : Job Details

Our CompanyChanging 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 MissionAs the Director of Ultimate Success, you will lead a dynamic team of Technical Account Directors and Managers, working closely with Adobe's most strategic customers. Your mission is to improve the Ultimate Success experience, emphasizing technical health and helping customers improve value from Adobe DX solutions. You'll optimize organizational structures and processes, focusing on proactive service delivery and anticipating customer needs. This role requires operational excellence, critical thinking, and steadfast dedication to customer success.

Key Responsibilities

• Lead, encourage, and grow the Ultimate Success Team, comprising Technical Account Directors (TADs), Managers, and Technical Account Managers (TAMs).
• Foster a culture of collaboration, innovation, and continuous improvement.
• Inspect the business to ensure we are exceeding Customer expectations.
• Optimize processes and remove roadblocks in barriers to execution.

Customer Experience

• Elevate customer experience by analyzing and redesigning processes as needed.
• Implement changes to achieve important metrics and monitor results to ensure customer happiness.

Strategic & Operational Excellence

• Develop and carry out strategies and operational plans to achieve customer success across the region.
• Build and monitor business and process metrics to measure program efficiency.

Partnerships & Collaboration

• Foster positive relationships with Americas Customer Success leadership, serving as an early warning system for customer and solution challenges.
• Collaborate with North American sales leadership to position Ultimate Success services as integral to the success agenda for top accounts.

Qualifications

• Consistent track record leading services teams, with a focus on proactive customer success in enterprise segments.
• Proven ability to rapidly scale organizations.
• Deep understanding of services operations, including benchmarks for success and value realization.
• Technical background in Cloud software Marketing technologies.

Skills

• Ability to influence and lead within highly matrixed organizations.
• Strong strategic and tactical thinking, with good judgment in setting priorities and goals.
• Executive presence with exceptional presentation skills and experience engaging with C-Suite executives.
• Skillful management of critical issues to ensure accountability and a customer-focused approach.
• Customer centric approach.

Key Attributes

• Passionate about formulating and implementing high-quality service strategies that drive customer success and accelerated time to value of Adobe solutions.
• A dedicated customer advocate with a comprehensive understanding of the customer journey and lifecycle.
• Data-driven and customer-focused decision-maker skilled in bringing tools and processes to bear in order to drive efficiency.

We are looking for a transformational leader who can strategically enhance customer experience and success. This role requires strong operational skills and a proven track record to collaborate across the customer lifecycle, including sales and consulting. If you are passionate about improving customer value from Adobe DX solutions, we would like to hear from you.

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 $178,500 -- $286,600 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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