Technical Account Manager

MW Partners is currently seeking a Technical Account Manager to work for our client who is a global leader in multimedia and creativity software products.

Responsibilities and 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.

Requirements:

• Bachelors degree in Computer Science Information Technology Engineering Business Administration Marketing.

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

For a further discussion or to find out more contact Itishree Mohanty on or apply now.