Technical Account Manager

Our CompanyChanging the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. We’re 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 yoursOur CompanyChanging the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.We’re 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 yoursThe OpportunityAs large enterprises invest in Adobe, we are in need of strategic and high-powered 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 one-on-one 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 customer-facing and communication skills that enables you to represent Adobe best within a customer’s 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 go-to person for multiple customers as you establish business and operational understanding of their environment. Hands-on, confident technical expertise is required to work through challenges and events and supervise day-to-day 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 can anticipate and avoid issues; identify and mitigate risk; and create a successful partnership with Adobe.ResponsibilitiesBe a central point of contact while ensuring high levels of customer satisfaction for your assigned customer accountsMaintain regular communication with both the external and internal teams, constantly handling customer expectationsEngage with Director and VP-Level executives to translate business needs into technical and operational plansWork hands-on with Adobe Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and the rest of the Consulting practice to address issues, questions, and requestsProvide detailed reviews of service disruptions, metrics, detailed prelaunch planningAnalyze and present impactful data and insight to leadershipDemonstrate knowledge of your customers’ environments to assist Adobe service teams in better serving your customersServe 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 teamsEnsure timely response and resolution to technical and product outstanding itemsAssess and document customers’ technical environment to reveal ongoing insight and improvement opportunitiesMake recommendations on how new and existing features fit within customers’ environments, supplying standard methodologies and guidanceParticipate in customer-requested meetings and quarterly business reviews (on-site and remotely)Participate in project-based, consultant-led architectural and design discussions to ensure solutions are optimal for the customer(s)Provide proactive status updates to required partiesHost periodic checkpoint and status calls with customer and internal partnersIdentify enablement goals and plansContinually develop both technical and soft skills individually and assist in mentoring immediate team members as neededRequirementsBachelor’s Degree in related field of the technical industry or equivalent experienceAt least five years of full-time experience in consultative, customer support and/or related role in marketing technologyExceptional CX focus and abilitiesDemonstrable ability to adapt to new technologies and learn quicklyDemonstrated presentation skills, including confidence and comfort over the phone and in front of audiences both small and largeProfessional 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 skillsStrong conflict resolution and negotiation skillsSense of urgency in driving closure around blocking issues and open technical issuesStrong personal organization skills, as well as prioritization and time management skillsAbility to manage multiple, complex, high-priority tasks and situations across multiple accountsExcellent problem-solving skills, with a demonstrated ability to identify issues, solve them quickly and thoroughly, using peers and internal resources as applicableTravel to client locations as (approximately 15-20 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 FrameworkTagging and implementation familiarity or experienceAnalysis principles and interpretation experienceUnderstanding of and experience with marketing software and domain principlesExperience 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, ScrumFamiliarity with SaaS UX and navigationUnderstanding of performance tuning and optimizationUnderstanding or experience in debugging coding languagesAPI-level knowledge of third-party applications is a plusComprehension or experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desiredOur compensation reflects the cost of labor across several  U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $93,200 -- $162,800 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans.  Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.Adobe is proud to be an Equal Employment Opportunity and 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.Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.SummaryLocation: San Jose; Ottawa; Remote Canada; Lehi; ChicagoType: Full time