Digital Solutions Director

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. 

Technology Solutions & Architecture

• 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. 

Requirements & Technology Delivery

• 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. 

Customer Success & Continuous Improvement

• 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. 

Operational Management

• 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.

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.