The Role
Lead client-facing technology strategy, solution design, platform adoption, and delivery for adm Indicia's proprietary platform. Manage client relationships, drive discovery and roadmaps, coordinate development sprints, mentor solutions team, and ensure measurable customer ROI and ongoing platform innovation across the Americas.
Summary Generated by Built In
About adm Indicia
adm Indicia is a next-generation brand activation agency. We create and activate meaningful brand experiences that drive ROI.
Our purpose is to simplify our clients’ below-the-line marketing, build sustainable ROI and engage their customers across the path to purchase. Everything we do is optimized through leading strategic capability and actioned through executional excellence.
Our substantial investment in technology and data science and resource, provides our differentiation in the marketplace. Data insight and marketing technology gives us the ability to measure our work, evidencing ROI as the most critical metric in today’s environment.
Our values
We are collaborative, we thrive through our relationships.
We are courageous, we create boldly and execute fearlessly.
We are authentic, we act with integrity and transparency.
We are pioneering, we win when we lead the way.
We are purpose-driven, we create meaningful, sustainable and profitable brand experiences.
About the Role:
The Digital Solutions Director is responsible for leading client engagement, client success, and solution design for adm Indicia's technology platform. This role partners closely with clients, internal teams, and the technology function to ensure technology solutions are aligned to business needs, successfully implemented, and deliver measurable value.
The role serves as the primary technology partner for clients, leading solution discovery, platform adoption, and ongoing optimization while ensuring customer satisfaction and maximizing the value of our technology investment. This individual will collaborate with development teams, client services, and regional stakeholders to deliver technology initiatives, support continuous innovation, and drive operational efficiencies across the Americas.
The ideal candidate is a consultative technology leader with strong client relationship management skills, the ability to translate technical concepts into business solutions, and experience leading cross-functional teams while delivering exceptional customer outcomes.
Responsibilities
Client Relationship Management
- Serve as a core member of client account teams, providing technology expertise and leadership throughout solution discovery, design, and implementation.
- Partner with the SVP of Solutions and Deal Management on new business opportunities and existing client engagements.
- Build trusted relationships with senior client stakeholders by understanding their business requirements, challenges, and technology environments.
- Lead client discovery sessions, stakeholder workshops, and meetings to identify business challenges and opportunities for technology solutions.
- Ask thoughtful questions to uncover underlying business needs and translate them into practical technology recommendations.
- Lead technology demonstrations, solution presentations, and business discussions for internal teams, existing clients, and prospective clients.
- Serve as a trusted technology advisor and escalation point for technology-related matters across the Americas region.
- Develop and present technology roadmaps, business cases, solution recommendations, and implementation approaches to internal and external stakeholders.
- Serve as the Voice of the Customer, bringing client feedback and technology needs back to internal teams to identify opportunities for product and solution enhancements.
- Understand adm Indicia's technology portfolio and identify which platforms, tools, and capabilities should be packaged together to address specific client needs.
- Design technology solutions that may incorporate multiple platforms, including invoicing, HR, data, workflow, and other business applications.
- Assess client technology environments, systems, processes, and workflows to identify opportunities for improvement, automation, and operational efficiencies.
- Architect how different systems should connect, including data flows, system dependencies, integrations, and connection points.
- Map information and data between systems and determine how technology solutions can integrate with existing client environments.
- Develop future-state technology solutions, solution designs, implementation roadmaps, and process improvements aligned to client objectives.
- Become a subject matter expert on adm Indicia's proprietary technology platform and understand how its capabilities can be applied to different client needs.
- Identify opportunities for continued innovation, technology enhancement, and operational efficiency.
- Translate client business requirements and solution designs into clear business and technical requirements.
- Develop user stories, workflows, process maps, system requirements, and solution documentation required for development.
- Partner closely with development teams to ensure client requirements are accurately defined, scoped, and translated into development sprints.
- Act as the bridge between clients and internal development teams throughout the technology delivery process.
- Track development initiatives, milestones, and project progress using appropriate project management tools.
- Test and validate system connections, integrations, and data flows to ensure the solution operates as intended.
- Troubleshoot technology and integration issues and work collaboratively with development and technology teams to resolve challenges.
- Remain involved throughout the full implementation lifecycle, ensuring successful delivery and alignment with the original solution design.
- Communicate development progress, implementation activities, risks, challenges, and next steps to both clients and internal stakeholders.
- Work with existing clients to understand evolving business needs and identify opportunities to enhance their current technology environment.
- Ensure clients maximize the value of their technology solutions while effectively managing expectations throughout the customer lifecycle.
- Identify opportunities to improve platform adoption, utilization, efficiency, and overall customer experience.
- Recommend technology improvements that reduce operational costs and improve business efficiencies.
- Identify opportunities to expand or enhance existing solutions based on evolving client requirements.
- Conduct appropriate service reviews and business reviews to understand technology performance, client needs, and opportunities for improvement.
- Monitor technology adoption and customer success to support long-term client satisfaction and platform growth.
- Bring client feedback and market insights back to internal technology teams to support continuous innovation.
- Work closely with Client Services, Commercial, Legal, and Technology teams to ensure successful project execution.
- Develop and monitor implementation plans, milestones, and checkpoints to ensure successful and timely delivery.
- Collaborate with Commercial and Legal teams on Statements of Work (SOWs) aligned with regional client requirements and global standards.
- Maintain clear communication with clients and internal stakeholders throughout the solution lifecycle.
- Manage multiple complex technology initiatives simultaneously while balancing client expectations and business priorities.
- Lead or mentor members of the Technology Solutions team and support the development of strong client-facing technology capabilities.
Skills and Experience
- 7+ years of experience in Technology Solutions, Service Management, Customer Success Management, or a related client-facing technology role.
- Strong consultative experience working with enterprise clients and cross-functional stakeholders.
- Demonstrated understanding of technology solutions and their application across local markets and regional organizations.
- Strong technical aptitude with the ability to communicate complex technical concepts in business-friendly language.
- Excellent verbal and written communication skills with strong presentation capabilities.
- Proven ability to build and maintain long-term relationships across complex organizations.
- Strong commercial understanding of technology solutions and SaaS go-to-market strategies.
- Knowledge of emerging technologies, competitive technology solutions, and market trends.
- Strong problem-solving, conflict management, and stakeholder management skills.
- Experience leading cross-functional teams and managing multiple complex technology initiatives simultaneously.
- Ability to guide onshore and offshore development teams while balancing client expectations and business priorities.
Benefits
- Benefits: Medical, Dental, Vision, 401(k) match, and cell phone reimbursement.
- Work Environment: Hybrid - 2 days/week in office
- Perks: Generous PTO, volunteer days, professional development opportunities, and employee reward and recognition programs.
- Career Growth: Work with some of the biggest brands and collaborate with a global team of experts.
adm is proud to be an equal opportunity employer and is committed to creating a diverse
environment. We recruit, employ, develop, compensate, and promote regardless of race, religion, colour, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. Should you need any reasonable adjustments made to this application process, please don't hesitate to let us know.
environment. We recruit, employ, develop, compensate, and promote regardless of race, religion, colour, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. Should you need any reasonable adjustments made to this application process, please don't hesitate to let us know.
About
As a next-generation brand activation agency, adm Indicia's purpose is to simplify our clients’ below-the-line marketing, build sustainable ROI and engage their customers across the path to purchase. Everything we do is optimised through leading strategic capability and actioned through executional excellence.We transform marketing compromise into a powerful co-promise, creating and activating meaningful brand experiences that drive ROI. Brands have had to juggle multiple agencies, struggle to see value in ever-increasing customer data, and deliver disconnected digital and physical experiences – just some of the compromise frustrating marketing for too long. With joined-up strategy, execution and seamless activation, our combined expertise means we can help brands deliver impact through every stage of the customer journey.Founded in 1992, we have a global footprint with 46 offices in 33 countries, allowing us to deliver local activation of global strategies for brands across the world. Recognized with a platinum rating by EcoVadis for sustainability, we are experts at identifying the most impactful and sustainable solutions for over 800 brands around the globe.
Skills Required
- 10+ years of experience in Technology Solutions, Service Management, Customer Success Management, or related client-facing technology role
- Strong consultative experience working with enterprise clients and cross-functional stakeholders
- Demonstrated understanding of technology solutions and their application across local markets and regional organizations
- Strong technical aptitude with ability to communicate complex technical concepts in business-friendly language
- Excellent verbal and written communication skills with strong presentation capabilities
- Proven ability to build and maintain long-term relationships across complex organizations
- Strong commercial understanding of technology solutions and SaaS go-to-market strategies
- Knowledge of emerging technologies, competitive technology solutions, and market trends
- Strong problem-solving, conflict management, and stakeholder management skills
- Experience leading cross-functional teams and managing multiple complex technology initiatives simultaneously
- Ability to guide onshore and offshore development teams while balancing client expectations and business priorities
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The Company
What We Do
adm Group is a global marketing execution partner to some of the world's most iconic brands. Our purpose is to create meaningful and sustainable brand experiences. We transform marketing execution by bringing together intuitive technology, our expertise in managing complex global supply chains, and a network of local experts to empower marketing, procurement, supply chain and sales teams bringing simplicity, visibility, agility, and efficiency to drive end-to-end marketing execution and performance. We are trusted to deliver solutions in creative innovation, strategic sourcing, final mile execution, analytics and data-driven insights. Founded in 1992, we have a global footprint with 46 offices in 33 countries, allowing us to deliver local activation of global strategies for brands across the world. Recognized with a platinum rating by EcoVadis for sustainability, we are experts at identifying the most impactful and sustainable solutions for over 800 brands around the globe. For more information, please visit https://www.admgroup.com
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