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!

Technical Account Director

At Adobe were changing the world. How We give people the tools to bring their ideas to life and build content that makes life more fun and work more significant. We give businesses and organizations the power to truly engage their customers. Were the ones behind the elegantly crafted content that streams across your laptop TV phone and tablet every dayand we harness the technological capabilities to help companies move from data to insight and insight to action by delivering content that appeals to people most.

Were a company that understands that product innovation comes from people innovation and thats why we invest in developing leaders throughout the organization. Adobe is growing rapidly and finding new ways to harness the potential of its software people and values in a developing digital economy!

Technical Account Directors (TAD) are accountable for the technical success of Adobes largest and most strategic customers. They develop and maintain a customer strategy critical for the health of the solution stack driving adoption and usage risk mitigation and alignment across Customer executives and senior level decision makers. They will use an extensive network of internal resources such as technical & product specialists customer success champions and a team of supporting personnel with the goal of enabling the Customer to fully bring to bear their Adobe investment.

Responsibilities

• Lead outstanding support engagement as the technical executive point of contact throughout the Customers solution lifecycle. Guide and support customers strategy with Adobe Solutions via service delivery plans with clear outcomes.

• Assess strategic Customer technical risks and opportunities and coordinate extended Adobe team to build and drive get well plans.

• Drive clear communication across Customer operational areas. Maintain regular and appropriate governance with both internal and external executive teams. Drive alignment facilitating and reporting on overall engagement status and outcomes.

• Advocate for Customer across internal Adobe teams. Optimize clients product investment. Drive innovation roadmap influence standard methodologies and process improvement back into the Adobe ecosystem.

• Responsible for the global engagement model and review cycle across multiple BUs and/or brands.

• Coordinate well-rounded delivery cadence across all technical partners and achieve business objectives across multi-solution multi-discipline engagements.

• Work hands on with Adobes internal Customer Success Management Managed Services Engineering TechOps Product Management Support and the Adobe Consulting practice and third-party partners in support of customers technical success.

• Lead a matrixed services team that may involve multiple project teams from Adobe client or partner organizations. Develop effective working relationships with Customer partners.

• Make recommendations on how new and existing features fit within customers environments supplying standard methodologies and recommendations.

• Lead project-based consultant-led architectural and design discussions to ensure solutions are optimized.

• Mentor immediate team members as needed.

Requirements

• Bachelors Degree in related subject area of the technical industry. Equivalent experience will be considered.

• 10 to 15 years experience in a senior capacity in consultative customer support customer success and/or related role in marketing technology.

• Strong executive presence. Ability to collaborate multiple teams throughout Adobe and client-side VPs including CMOs and CXOs.

• Strong presentation skills including confident presence over the phone and via conference tools. Leading meetings workshops and reviews in front of audiences both small and large.

• Strong conflict-resolution skills to drive closure to customer concerns and open technical requests. Strong organization ability to prioritize work against client goals.

• Outstanding customer-facing skills that enable you to represent Adobe best within a customers environment. Driving discussions with multiple teams from developers and analysts to management and senior leadership.

• Capable of driving awareness and resolution across a broad set of issues with the Customer: technical architecture business process and partnerships.

• Ability to think strategically about business product and technical challenges to help our customers realize the software investment efficiencies advantages and innovations.

• Awareness of development methodologies and technologies and understanding of and experience with marketing software and domain principles.

• Ability to lead fast paced high-priority tasks use cases and work streams across multiple Adobe products.

• Excellent problem-solving skills with a demonstrable ability to identify issues solve them quickly and thoroughly coordinating peers and internal resources where required.

• Experience of a wide range of computer operating systems and software with emphasis on installation troubleshooting upgrading integration administration and client/server operations is desired

• Understanding of performance tuning and optimization. Understanding or experience in debugging coding languages. API-level knowledge of third-party applications is a plus.

• Experience and familiarity with the following (a plus but not a hard requirement): Adobe Analytics Adobe Audience Manager (AAM) Adobe Experience Manager (AEM) Adobe Experience Platform (AEP) Adobe Campaign Adobe Commerce Adobe Marketo Adobe Target.

• Travel when permitted to client locations (approximately 25-50 percent)!

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