Technical Account Manager

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. 

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

 

The Opportunity

As large enterprises invest in Adobe, we are looking for strategic and high-powered technical talent to help our largest customers navigate their operational needs across the Adobe Experience Cloud solutions.

Our Technical Account Managers (TAM) build, develop, and maintain key one-on-one relationships with our most valued customers who have invested in the Ultimate Success program. They produce and deliver a prescribed set of technical services and guidance specifically designed to enable customers to maintain top operational health, while adopting new solutions and functionality and drive value realization to fully realize their investment in Adobe technology.

As an ideal candidate you have previous customer-facing experience and excellent communication skills that enable you to expertly represent Adobe within a customer’s environment. You will be able to demonstrate a proven track record showcasing your ability to think strategically about people, process, and technology challenges. As a TAM you actively look for opportunities to help customers succeed by driving efficiencies, demonstrating the Adobe advantage, and drive innovation through the powerful Adobe suite of products. TAMs are responsible for direct account management and driving technical and strategic discussions regarding tasks, projects, cases, standard methodologies, and prioritization with multiple customer personas from developers and analysts, to management and senior leadership.

In addition to the above set of functions, key elements of the role include serving as a primary, technical go-to person for multiple customers as you establish business and operational understanding of their environment. Hands-on, confident technical expertise is required to work through challenges and events, and oversee day-to-day operational needs. You will field technical questions, handle customer issues, and influence partners to improve your customers’ health. The overarching goal is to ensure that you understand your customers’ technical and business requirements, and are in a position to anticipate and avoid issues, identify and mitigate risk, and create a successful partnership with Adobe all the while driving adoption and demonstrating value.

Responsibilities

• Be a central point of contact while ensuring high levels of customer satisfaction for your assigned customer accounts
• Maintain regular communication with both the external and internal teams, constantly handling customer expectations
• Engage with Director and VP-Level executives to translate business needs into technical and operational plans
• Work hands-on with Adobe Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and the rest of the Consulting practice to address issues, questions, and requests
• Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning
• Analyze and present impactful data and insight to leadership
• Demonstrate knowledge of your customers’ environments to assist Adobe service teams in better serving your customers
• Serve as a first point of critical issues for customer concerns relating to technical issues and coordinate and drive resolutions with Adobe services, sales, and product teams
• Ensure timely response and resolution to technical and product outstanding items
• Assess and document customers’ technical environment to reveal ongoing insight and improvement opportunities
• Make recommendations on how new and existing features fit within customers’ environments, supplying standard methodologies and guidance
• Participate in customer-requested meetings and quarterly business reviews (on-site and remotely)
• Participate in project-based, consultant-led architectural and design discussions to ensure solutions are optimal for the customer(s)
• Provide proactive status updates to required parties
• Host periodic checkpoint and status calls with customer and internal partners
• Identify enablement goals and plans
• Continually develop both technical and soft skills individually and assist in mentoring immediate team members as needed

Requirements

• Bachelor’s Degree in related field of the technical industry or equivalent experience
• At least five years of full-time experience in consultative, customer-facing support and/or related role in marketing technology
• Exceptional CX focus and abilities
• Track record of delivering value, driving conversations, and not waiting to be asked by the customer but bringing opportunities to your customers proactively - proactivity is key to success
• Proven ability to adapt to new technologies and learn quickly
• Demonstrated presentation skills, including confidence and comfort on camera on calls and in front of audiences both small and large
• Professional demeanor, ability to collaborate with and lead diverse teams throughout Adobe, and communicating with client managers, directors, and VPs including CMOs and CXOs.
• Excellent, advanced written and verbal communication skills
• Strong conflict resolution and negotiation skills
• Sense of urgency in driving closure around blocking issues and open technical issues
• Strong personal organization skills, as well as prioritization and time management skills
• Ability to manage multiple, complex, high-priority tasks and situations across multiple accounts
• Excellent problem-solving skills, with a demonstrated ability to identify issues, solve them quickly and thoroughly, using peers and internal resources as applicable
• Travel to client locations as (approximately 15-20 percent)
• Familiarity, awareness, or strong working knowledge of development methodologies and technologies.
• Tagging and implementation familiarity or experience
• Analysis principles and interpretation experience
• Understanding of and experience with marketing software and domain principles
• Experience and familiarity with at least one of the following Adobe solutions (not a hard requirement but strongly desired): Adobe Analytics, Adobe Audience Manager, Adobe Experience Manager, Adobe Campaign, Adobe Journey Optimizer, Adobe Customer Journey Analytics, Adobe Target, Adobe Experience Platform, Adobe Realtime Customer Data Platform, etc.
• Familiarity with Agile development methodologies, such as, Scrum
• Familiarity with SaaS UX and navigation
• Understanding of performance tuning and optimization
• Understanding and experience in debugging coding languages is a plus
• API-level knowledge of third-party applications is preferred
• Comprehension or experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired

At Adobe, our people are immersed in an outstanding work environment that is recognized throughout the world on Best Companies lists! You will also be surrounded by colleagues who are committed to helping each other grow through our outstanding Check-In approach where ongoing feedback flows freely.

Want to make an impact? Adobe's the place for you! Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

Our compensation reflects the cost of labor across several  U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $91,500 -- $169,500 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans.  Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

State-Specific Notices:

California:

Fair Chance Ordinances

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

Colorado:

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Massachusetts:

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.

 

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