Manager, Technical Account Management

Adobe • Lehi, UT

23h

About The Position

Ultimate Success is Adobe’s Digital Experience 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 or Technical Account Management. You are a great communicator, have strong executive presence, perform well under pressure, have customer facing experience, managed a book of business, and are service and customer centric.

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's Content Management Solutions(Workfront, AEM) required, experience with overall Digital Experience solutions highly desired

Responsibilities

• Direct management responsibilities for all designated resources, team objectives, morale and culture
• Motivate the team to deliver exceptional customer experiences though discovery and understanding of customer needs
• Set quarterly 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 happiness, 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 extra curricular 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed