Technical Account Manager
$80.39 - $90.39 per hourCypress HCM
The Role 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.
- 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.
- 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.
- 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.
- Strong working or implementation knowledge Adobe Experience Cloud products specifically, AEP RTCDP and AJO
- 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
- 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 our solutions map to them
- Digital strategy and roadmap development
- 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
- Ability to manage multiple workstreams and customer priorities simultaneously
- Coordinating across internal teams (Field Engineering, Support, Sales, Consulting)
- 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
- Working closely with Field Engineers on Success Accelerators and delivery
- Partnering with CSMs, SSMs, and account teams
- Escalation management and cross-functional coordination
- 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 RTCDP, Adobe Journey Optimizer )
- $80.39 - $90.39/hr (W2)
Vacancy posted 3 days ago
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