Manager, Technical Account Management

Adobe•Minneapolis, MN

1d•Hybrid

About The Position

Ultimate Success is Adobe’s Customer Experience Orchestration offering contributing to the success of our largest customers by wrapping Support Delivery and Technical Account Management around the customer. As a Manager for Technical Account Management your goal is to lead, coach, develop, and mentor a team of Technical Account Managers. Technical Account Managers (TAMs) build, develop, and maintain one-on-one relationships with our Ultimate Success customers. TAMs produce and deliver a prescribed set of technical services specifically designed to help Customers maintain operational health, while adopting new solutions and functionality to fully realize their investment. You will have successfully led a software and/or SaaS-based technical team in Professional Services, Support, Delivery, or Technical Account Management. You are a great communicator, have strong executive presence, perform well under pressure, have customer facing experience, have managed a book of business of $300M ARR or greater, are service and customer centric and have experience with Adobe Digital Experience solutions.

Requirements

Minimum of 5 years of people management experience in a fast-paced, enterprise level, critical software support, professional services or account management environment with a focus on building high performing teams
Proven track record of ability to manage a complex book as well as mentor the team simultaneously
Core skills/proficiencies include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Account Management, Problem Solving, Effective Communication, Critical Thinking, Business Insight, and Technical Curiosity
Act as a role model to others: sets an example of integrity, ethical behavior and professionalism and demonstrate what good looks like by doing
Direct experience managing customer concerns successfully with a positive outcome maintaining high CSAT
Excellent organizational skills, ability to prioritize, create clarity, remove roadblocks, and drive projects
Outstanding communications skills (presentation, written, and verbal) to interact with all levels of the internal and customer organization
Ability to explain complex concepts to direct reports, peers, customers and senior leadership
Excellent problem-solving skills and ability to navigate complicated situations in a professional manner
Direct experience with Adobe solutions focused on a capability or product suite e.g. content supply chain, personalization, customer journeys, customer data acquisition and profile stitching

Responsibilities

Direct management responsibilities for all designated resources, team objectives, morale and culture
Motivate the team to deliver exceptional customer experiences through discovery and understanding of customer needs
Set quarterly and yearly individual goals and provide ongoing performance feedback as well as formal performance appraisals and practice radical candor
Evaluate measurement criteria to uncover trends in organizational performance, including: customer satisfaction, operating efficiency, solution adoption and customer retention
Advocate for your team to drive global visibility and collaborate across boundaries on process improvements, customer concerns, and local business objectives
Give back to the practice through extracurricular activities outside of your immediate responsibilities
Attract, hire and retain top talent
Engage in support of key accounts and critical issue management
Partner with the Customer Success and Sales leadership team to align Support efforts to drive customer retention and value realization