Senior Director, Adoption Programs

• Establish the global diagnostic strategy, business logic, and telemetry thresholds across single- and multi-cloud environments
• Segment, track, and uncover stalled implementations
• Use organizational telemetry and sandbox insights to identify accounts that have not started, are stuck, or are missing foundational product features
• Architect reporting views and structured process funnels to monitor account progress, health metrics, and recovery progression
• Design targeted recovery playbooks and deploy Customer Success and Professional Services resources to unblock accounts
• Identify systemic upstream issues such as handoff gaps and product barriers
• Partner with Product, Engineering, and Alliances to redesign processes and prevent future implementation stalls
• Establish operating models, communication rhythms, and feedback loops across business units
• Secure resource allocation and prioritize program execution

• 15+ years of demonstrated experience managing large-scale, global cross-functional programs spanning multiple enterprise SaaS product lines or clouds
• Ability to think and operate in strategic frameworks
• Proven ability to define clear program ownership, execute a  crawl-walk-run  approach to scaling initiatives, and establish enterprise-level KPIs while managing team capacity
• Exceptional workflow-design capabilities integrating program frameworks into matrixed organizational models
• Exceptional executive communication, consensus-building, stakeholder commitment, and business narrative skills
• Direct experience within Professional Services (PS) or managing partner-led implementation services is a significant plus
• Exceptional comfort with ambiguity and structural friction, with political savvy to align disparate teams under shared organizational goals
• MBA preferred

Demonstrates extensive experience in managing large-scale, global cross-functional programs within enterprise SaaS environments, with a strong focus on strategic frameworks, program ownership, and stakeholder engagement. Capable of designing effective workflows and communication models to enhance implementation success and resource allocation.

• 15+ Years Experience In Global Cross-Functional Programs
• Strategic Framework Development
• Program Ownership And Execution
• Workflow Design And Integration
• Executive Communication And Stakeholder Engagement

• Program Management
• KPI Establishment
• Implementation Services Management
• Telemetry Analysis
• Reporting Architecture Process Funnel Design
• Resource Allocation
• Business Logic Development
• Account Health Monitoring
• Recovery Playbook Design

• Consensus-Building
• Political Savvy
• Comfort With Ambiguity
• Exceptional Communication
• Stakeholder Commitment

• MBA Preferred

• Enterprise SaaS
• Professional Services
• Cross-Cloud Environments
• Organizational Telemetry
• Matrixed Organizational Models