Technical Account Director - BFSI

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.