Technical Account Manager

Technical Account Manager

Changing 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 yours!

The Opportunity

As large enterprises invest in Adobe, we seek strategic and upbeat technical experts to assist our biggest customers with their operational needs across Adobe Experience Cloud solutions. Our Technical Account Managers (TAMs) build, develop, and maintain one-on-one relationships with our Premier customers. They provide a specific set of technical services built to support operational health and increase the benefits of adopting new solutions and functionality. We are looking for a technical candidate with a solid background in development, consulting, and support. The candidate must have proven customer-facing and relationship management skills. The TAM will provide proactive services, advice and mentorship. They will act as the customer's technical advocate within Adobe. This role will work with Customer Success Management, support, consulting, Tech-Ops, and engineering teams at Adobe. The goal is to ensure technical inquiries are answered promptly to meet project timelines and requirements. The TAM must also deeply understand the products and technologies involved. This knowledge will help assigned accounts avoid issues, reduce risks, and lead through changes.

This role requires visiting customer sites with 5-10% of duties carried out on-site. Excellent proficiency in both written and oral English communication is mandatory.

What You'll Do

• Central point of contact while ensuring a high level of customer happiness for assigned accounts.
• Delivery of pro-active and preventative services
• Pro-active notifications of upcoming releases and possible impact
• Leading and guiding customer through complex environment changes
• Onsite and roll-out support
• Regular knowledge transfer sessions
• Coordinating/driving customer technical issues with support/engineering/consulting
• Handling technical blocking issues
• Customer status calls and reporting
• Regular service reviews

What You Need To Succeed!

• Bachelor's Degree in related field of the technical industry or equivalent experience
• Multi-year experience working in complex enterprise IT environments in consulting/support/account management/development roles
• Excellent command of written and spoken English is required, with knowledge of an additional EU language considered a plus
• Demonstrated presentation skills, and experience organising and running high-profile customer calls and meetings
• Professional demeanor, ability to collaborate with and lead diverse teams throughout Adobe, and communicating with client managers, directors, and VPs including CMOs and CXOs.
• Strong conflict resolution and negotiation skills
• Ability to analyse complex enterprise software/infrastructure issues (Java, web-server, network, OS, DB/SQL)
• Must-have: Customer-facing experience in enterprise projects, 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
• Nice-to-have: Apache Sling, JCR, CRM, Adobe Experience Manager, Adobe Campaign, Adobe Analytics, or other Experience Cloud platforms
• Proficiency in Analytical Problem Solving, Building Customer/Partner Relationships, Confidence, Cross-Boundary Collaboration, Impact and Influence, Interpersonal Awareness, Project Management, Strategic Insight, Product & Technology Expertise, Value Selling.

As our many awards will tell you, at Adobe you'll be immersed in an exceptional work environment that is recognized around the world. You'll be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you're looking to make an impact, Adobe's the place for you.

Adobe is an equal opportunity employer. We hire talented individuals, regardless of gender, race or colour, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. This is what it means to be Adobe For All.

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 applicable characteristics protected by law.

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.