Technical Account Manager

Technical Account Manager (TAM) For Adobe Experience Cloud

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!

We’re proud to offer market competitive employee benefits designed to suit you and your lifestyle. Some of the great benefits include health insurance, global days off, wellness fund, parental leave, access to our Employee Stock Purchase Program and programs designed to help you continue to build your career.

We know that people are the differentiator in our business, and that’s why we want to meet you!

About the Role

As large enterprises invest in Adobe, we need the strategic and high-powered technical and business talent to help our largest customers navigate their operational needs across the Adobe Experience Cloud solutions to achieve their business goals.

As a Technical Account Manager (TAM) for Adobe Experience Cloud, you will create, develop, and maintain one-on-one relationships with our top-tier customers to drive the customer success. You will produce and deliver a prescribed set of technical services specifically designed to help them maintain operational health, while adopting new Adobe Experience Cloud solutions and functionality to improve their investment.

Illustrate strong communication skills to engage with interested parties at Adobe and externally. You should also have proficiency to think strategically about business, product, and technical challenges as you help our customers realize the investment, efficiencies, advantages, and innovation available in the Adobe Experience Cloud.

Responsibilities

• Serve as a first point of escalation for customer concerns relating to technical issues and coordinate, manage, and drive escalations 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 (onsite 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 review meeting with customer and internal collaborators
• Continually develop both technical and soft skills individually and assist in mentoring immediate team members as needed

Required Skills/Experience

• Demonstrated ability to adapt to new technologies and learn quickly
• Excellent problem-solving skills in a complex/tough situation, with a demonstrated ability to identify issues, solve them quickly and thoroughly, using peers and internal resources as applicable
• Ability to manage multiple, complex, high-priority tasks and situations across multiple accounts in parallel
• Professional demeanor, ability to interact with and lead diverse teams throughout Adobe, and communicating primarily with client managers, but potentially also with directors and VPs including CMOs and CXOs
• At least five years of full-time experience in consultative, project manager and/or related role in the technical industry
• Delivery planning skills based on customer situation, needs and our capabilities
• Project management experience in managing 5-10 members
• TOEIC: 800+ Strong English communication skill for verbal communication with internal people
• Fluent Japanese to communicate with Japanese customer and internal collaborators
• Conducting visits to the Tokyo office and clients several times a week and as needed

Preferred Skills/Experience

• Experienced in CMS products
• Strong working knowledge of development methodologies and technologies in one or more than of the following: Java, JSP, HTML, HTML5, XHTML, PHP, CSS, JavaScript, jQuery, Cloud service - AWS, Azure etc., XML, JSON, CDN, REST, GraphQL, Databases, SQL, CI/CD - Jenkins, GitLab etc.
• Understanding of Agile development methodologies, such as, Scrum
• Understanding of networking, server OS such as Linux and Windows
• Understanding of ITIL framework