• Define the end-to-end BESS Service Platform structure across all service domains. • Map and define the end-to-end customer journey, from initial lead capture to product commissioning through long-term maintenance and end-of-life support. • Establish the service operating systems needed across the business, including domain ownership, interfaces, and responsibility boundaries. • Ensure alignment with enterprise systems, standards, and operating expectations to provide a unified "one-Ford" customer experience. • Build and maintain the integrated service platform roadmap across all domains. • Prioritize capability development based on its impact on customer uptime, ease of service, and overall satisfaction. • Align platform milestones with product development, commissioning, and operational readiness timelines. • Drive prioritization across competing demands, ensuring customer-facing features are delivered in lockstep with technical infrastructure. • Lead alignment across engineering, manufacturing, supply chain, IT, and service organizations. • Integrate customer feedback loops and service data into the execution model to drive continuous platform improvement. • Resolve cross-domain dependencies and execution gaps to maintain delivery momentum and prevent customer-facing service disruptions. • Maintain clear visibility into program health, risks, and dependency status for executive leadership. • Establish program governance, decision forums, execution cadences, and escalation paths. • Develop all customer success metrics, including CSAT (Customer Satisfaction) and Customer Service Index (CSI), system uptime, service response times, and financials as core program KPIs. • Work cross-functionally to help define service organization structure aligned to platform maturity and lifecycle needs. • Identify capability gaps and sequence hiring/organizational development to support platform growth and service excellence.

• Prepare and deliver customer reports, including KPIs, savings, and compliance. • Support monthly billing processes and contract documentation. • Assist in financial audits and ensure documentation is complete and accurate. • Manage QBR data preparation and customer performance updates. • Track and maintain records related to pricing, contract terms, and operational issues. • Collaborate with field teams to support new site launches and issue resolution. • Develop SOPs and training materials for internal and customer use. • Provide general reporting, analysis, and program support as needed.

• Lead teams in scoping activities to identify, gather and analyze requirements, define key business drivers and define an effective and innovative solution • Management of end-to-end project life cycle: effort estimation, scope management, planning, monitoring and execution (including risks management, budget, timeline and others) and related reporting • Management of project resourcing and commercials including forecasting, time management and invoicing • Project communication to client and/or partner and internally within Adobe • Accountable for ensuring projects are delivered to quality standards • Customer focus and results driven - help customer to succeed in their digital transformation journey by providing mentorship, industry leading practices and advice on Adobe Marketing and Commerce Solutions • Work with other Adobe teams to provide customer with the One Adobe experience • Active participation in PMO practice development

• Build close trustworthy relationships with functional stakeholders and the sales enablement team. • Conduct formal learning performance gap and training needs assessment analysis. • Define learning objectives to support sales performance improvement and make sure training is implemented. • Ensure that there is a quarterly enablement calendar aligned to all sales roles. • Create metrics and manage performance impact measurements for learning programs and activities. • Engage in cross-functional collaboration with other business and regional HR and learning resources. • Provide feedback and assistance to sales reps. • Provide feedback to managers on new hires strengths and weaknesses and gaps for training requirements. • Work with management and peers to assist in strategic initiatives. • Assist in the continuing development and improvement of the sales career track. • Collect and analyze information on competitors and create learning solutions to create value for the sales organization. • Actively support the sales organization through enablement programs. • Research security articles, headlines and news that highlight product strengths / weaknesses and develop competitive playbooks. • Responsible for key project and programs that have global impact to the business. • Participate and assist with onsite sales events.