Sr. Technical Account Manager

Role Overview

As major enterprises invest in Adobe, we need strategic and impactful technical professionals to guide our largest clients through their operational demands involving Adobe Experience Cloud solutions. Our Technical Account Managers (TAM) form, cultivate, and uphold one-to-one relationships with our outstanding customers. They deliver a defined set of technical services focused on maintaining operational health and fostering the adoption of new solutions and capabilities to increase their investment.

A person in this role has customer-facing and communication abilities that allow you to represent Adobe well within a customer’s environment. You will lead conversations with various roles, such as developers, analysts, management, and senior leadership, including those inside Adobe. These discussions cover tasks, projects, cases, common approaches, and prioritization. You should also be skilled at thinking strategically about challenges related to people, processes, and technology. This helps our customers achieve the value, efficiencies, benefits, and innovation offered by the Adobe Experience Cloud.

In addition to the above functions, you will serve as a primary technical contact for multiple customers. You will establish business and operational understanding of their environment. Hands-on, confident technical expertise is needed to address challenges and manage daily operations. You will respond to technical inquiries, resolve customer issues, and influence partners to improve customer health. The main goal is to understand customer technical and business needs, anticipate and prevent issues, identify and reduce risk, and build a successful partnership with Adobe.

Responsibilities

• 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 VP-Level executives to translate business needs into technical and operational plans

• Work 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 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 the first point of contact for critical customer issues related to technical problems. 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 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 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

Requirements

• Bachelor’s Degree in related field of the technical industry or equivalent experience

• At least five years of full-time experience in consultative, customer support and/or related role in marketing technology

• Exceptional CX focus and abilities

• Demonstrable ability to adapt to new technologies and learn quickly

• Proven 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 teams with dynamic strengths throughout Adobe, and presenting with client managers, directors, and VPs including CMOs and CXOs.

• Excellent, sophisticated written and verbal communication skills

• Strong conflict resolution and negotiation skills

• Tenacious 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, sophisticated, high-priority tasks and situations across multiple accounts

• Excellent problem-solving skills, with a validated ability to identify issues, tackle them quickly and thoroughly, using peers and internal resources as applicable

• Travel to client locations as (approximately 15-20 percent)

• Familiarity, awareness, or strong solid understanding 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 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 with debugging coding languages

• API-level knowledge of third-party applications is a plus

• Comprehension or experience in a wide-range of computer operating systems and software with emphasis on installation, solving, upgrading, integration and client/server operations is desired

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.

Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.

Let’s Adobe together

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.

Adobe is proud to be an Equal Employment Opportunity 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 protected characteristic. Learn more.

Adobe aims to make our Careers website and recruiting process 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.

AI Use Guidelines for Interviews: Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.

At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience.

Expected Pay Range: Our 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 $117,300 -- $209,600 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.

State-Specific Notices:

California:

Fair Chance Ordinances

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

Colorado:

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Massachusetts:

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.