Technical Account Manager

Duties: Customer Planning & Documentation Create, update, and maintain key customer-facing documents, including: Mutual Action Plans (MAP) Value Runbook Assessments Strategic Business Reviews Annual Account Plans These are done in partnership with Customer Success Managers(CSM)Field Engineers (FEs), Sales who provide guidance and feedback to align deliverables to customer business objectives. Internal Collaboration with Field Engineering Attend internal planning calls with FEs to review customer objectives and discuss MAPs. Ensure Success Accelerators are properly included in account plans. Engage FEs as needed for customer delivery as part of the broader Ultimate Success ecosystem. Outcome Capture & Reporting Capture and report customer outcomes - both qualitative and quantitative - tied to engagements such as Deskside Coaching. Document improvements in efficiency, productivity, and performance. Collect and record customer verbatim feedback. Success Accelerator Support Support delivery of Success Accelerators such as: Operating Model & Change Management Digital Strategy & Roadmaps Tool Workflow & Governance Optimization Collaborate with FEs on accelerator selection and removing value blockers.

Skills: Technical Skills Strong understanding of Adobe Experience Cloud products (AEM, Analytics, Target, AJO, AEP, Marketo, etc.) Ability to understand customer technical environments, architectures, and integrations Familiarity with implementation patterns, APIs, and data flows Ability to troubleshoot and triage technical issues at a high level Strategic & Business Skills Account planning and management (MAPs, business reviews, roadmaps) Value realization and ROI framing Business case development and executive storytelling Understanding of customer KPIs and how Adobe solutions map to them Digital strategy and roadmap development Communication & Relationship Skills Executive-level communication and presentation skills Ability to engage and influence C-suite and senior stakeholders Strong written communication for customer-facing documentation Relationship building and trust development with key customer contacts Project & Program Management Ability to manage multiple workstreams and customer priorities simultaneously Coordinating across internal teams (Field Engineering, Support, Sales, Consulting) Tracking and reporting on customer outcomes and milestones Analytical & Problem-Solving Skills Ability to assess customer health signals and risks Identifying adoption gaps and recommending corrective actions Data-driven decision making and outcome measurement Collaboration & Internal Engagement Working closely with Field Engineers on Success Accelerators and delivery Partnering with CSMs, SSMs, and account teams Escalation management and cross-functional coordination

Education: Minimum Education Bachelor's degree is typically the baseline requirement, commonly in fields such as: Computer Science Information Technology Engineering Business Administration Marketing or Communications (for more business-focused TAM roles) Certifications (Often a Plus) Adobe product certifications (e.g., Adobe Analytics, AEM, Marketo) Cloud or platform certifications (AWS, Azure, Google Cloud) Project Management certifications (PMP, PRINCE2) ITIL or similar service management frameworks

Schedule Notes: Open to Remote candidates in the Eastern Time Zone

Hours Per Day: 8.00

Hours Per Week 40.00

Department: US TAM Sol 2 : 105152_ADUS ADUS

Job Category: Customer Experience