Senior Technical Account Manager

Technical Account Manager

As major enterprises invest in Adobe, we need strategic and impactful technical professionals to guide our largest clients through their operational demands involving Adobe Experience Cloud solutions. Our Technical Account Managers (TAM) form, cultivate, and uphold one-to-one relationships with our outstanding customers. They deliver a defined set of technical services focused on maintaining operational health and fostering the adoption of new solutions and capabilities to increase their investment.

A person in this role has customer-facing and communication abilities that allow you to represent Adobe well within a customer's environment. You will lead conversations with various roles, such as developers, analysts, management, and senior leadership, including those inside Adobe. These discussions cover tasks, projects, cases, common approaches, and prioritization. You should also be skilled at thinking strategically about challenges related to people, processes, and technology. This helps our customers achieve the value, efficiencies, benefits, and innovation offered by the Adobe Experience Cloud.

In addition to the above functions, you will serve as a primary technical contact for multiple customers. You will establish business and operational understanding of their environment. Hands-on, confident technical expertise is needed to address challenges and manage daily operations. You will respond to technical inquiries, resolve customer issues, and influence partners to improve customer health. The main goal is to understand customer technical and business needs, anticipate and prevent issues, identify and reduce risk, and build a successful partnership with Adobe.

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 the first point of contact for critical customer issues related to technical problems. 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 support and/or related role in marketing technology

Exceptional CX focus and abilities

Demonstrable ability to adapt to new technologies and learn quickly

Proven presentation skills, including confidence and comfort over the phone and in front of audiences both small and large

Professional demeanor, ability to collaborate with and lead teams with dynamic strengths throughout Adobe, and presenting with client managers, directors, and VPs including CMOs and CXOs.

Excellent, sophisticated written and verbal communication skills

Strong conflict resolution and negotiation skills

Tenacious 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, sophisticated, high-priority tasks and situations across multiple accounts

Excellent problem-solving skills, with a validated ability to identify issues, tackle them quickly and thoroughly, using peers and internal resources as applicable

Travel to client locations as (approximately 15-20 percent)

Familiarity, awareness, or strong solid understanding of development methodologies and technologies in one or more than of the following: JavaScript, jQuery, Java, JSP; HTML, HTML5, XHTML, CSS; REST, XML, J2EE Application Services, Database Technologies, LDAP Server Technology, OSGI Framework

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 the following Adobe solutions (a plus but not a hard requirement): Adobe Analytics, Adobe Audience Manager, Adobe Target, Adobe SAAS.

Familiarity with Agile development methodologies, such as, Scrum

Familiarity with SaaS UX and navigation

Understanding of performance tuning and optimization

Understanding with debugging coding languages

API-level knowledge of third-party applications is a plus

Comprehension or experience in a wide-range of computer operating systems and software with emphasis on installation, solving, upgrading, integration and client/server operations is desired