Sr Technical Account Manager

Our Company

Changing the world through digital experiences is what Adobes all about. We give everyonefrom emerging artists to global brandseverything they need to design and deliver exceptional digital experiences! Were passionate about empowering people to create beautiful and powerful images videos and apps and transform how companies interact with customers across every screen.

Were 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 in need of strategic and highpowered 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 oneonone relationships with our premier customers. They produce and deliver a prescribed set of technical services specifically designed to help them maintain operational health while adopting new solutions and functionality to maximize their investment.
A person in this role possesses customerfacing and communication skills that enables you to represent Adobe best within a customers environment driving discussions with multiple personas from developers and analysts to management and senior leadership including within Adobe regarding tasks projects cases standard methodologies and prioritization. One should also have the proficiency to think strategically about people process and technology challenges as they help our customers realize the investment efficiencies advantages and innovation available in the Adobe Experience Cloud.
In addition to the above set of functions key elements of the role include serving as a primary technical goto person for multiple customers as you establish business and operational understanding of their environment. Handson confident technical expertise is required to work through challenges and events and supervise daytoday operational needs. You will field technical inquiries 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.

What youll do:

• 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 VPLevel executives to translate business needs into technical and operational plans
• Work handson 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 customerrequested meetings and quarterly business reviews (onsite and remotely)
• Participate in projectbased consultantled 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

• Bachelors Degree in related field of the technical industry or equivalent experience
• At least five years of fulltime experience in consultative customer support and/or related role in marketing technology
• Active TS/SCI clearance is required Must be able to pass a government security clearance polygraph
• This position is onsite for 3 days a week and requires local travel to attend customer meetings in the DMV area
• Exceptional CX focus and abilities
• Demonstrable ability to adapt to new technologies and learn quickly
• Demonstrated 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 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 highpriority tasks and situations across multiple accounts
• Excellent problemsolving 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 needed (approximately 1520 percent)
• Familiarity awareness or strong working knowledge 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 Experience Cloud 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 or experience in debugging coding languages
• APIlevel knowledge of thirdparty applications is a plus
• Comprehension or experience in a widerange of computer operating systems and software with emphasis on installation troubleshooting upgrading integration and client/server operations is desired

At Adobe for sales roles starting salaries are expressed as total target compensation (TTC base commission) and shortterm incentives are in the form of sales commission plans. Nonsales roles starting salaries are expressed as base salary and shortterm incentives are in the form of the Annual Incentive Plan (AIP).

In addition certain roles may be eligible for longterm incentives in the form of a new hire equity award.

Adobe is proud to be anEqual Employment Opportunityand affirmative action 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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