Mgr, Technical Account Mgmt

Adobe•Lehi, UT

About The Position

Manager, Technical Account Management – Digital Media This seasoned leader will manage a team of Technical Account Managers (TAM). TAMs provide proactive technical leadership to customers who have purchased the Elite Adobe Support Plan and who are generally our largest and most strategic customers. What You’ll Do Lead, mentor, and support a group of 10-14 experienced Technical Account Managers based primarily in Lehi, Utah, with additional members across North America. Set clear expectations, provide regular feedback, and e nsure consistent delivery of team objectives and deliverables. Own overall team performance, engagement, and development. Establish goals and priorities, monitor progress against commitments, and address performance issues promptly and constructively. Hire, onboard, and retain top talent as the team evolves. Create an environment where experienced professionals can continue to grow their technical , customer leadership, and interpersonal abilities. Partner with customers, including senior technical leaders and executives at large enterprise s and Fortune 500 organizations. Participate directly in key customer interactions to strengthen relationships, support complex engagements or critical issues , and reinforce confidence in the support program. Provide guidance and oversight on account strategy, customer health, and risk management. Ensure that team members are proactive, well-prepared, and aligned to customer and Adobe priorities, particularly during per iods of change, escalations, or major initiatives . Refine and operationalize Technical Account Management program proce sses. Work across global support delivery, engineering, product, and other Adobe teams to ensure consistency, clarity of roles, and alignment with broader organizational goals . Identify patterns, gaps, and opportunities across customer feedback, delivery outcomes, and team input. Drive continuous improvement in processes, tools, and ways of working that improve both the customer experience and day-t o-day effectiveness of the team. Act as an advocate for the organization by representing team insights and customer perspectives in cross-functional discussions, helping influence priorities related to support readiness, product quality, and customer impact.

Requirements

3+ years’ experience managing and growing a Technical Account Management team , including experience leading senior or highly experienced individual contributors .
Strong track record of leading complex, enterprise customer relationships in digital or software-focused environments.
Demonstrated success leading teams through change, including evolving processes, operating models, or customer expectations.
Proven ability to coach, develop, and retain high-performing professionals while holding teams accountable to clear standards and outcomes.
Strong sense of ownership and judgment, with the ability to balance customer needs, team health, and business priorities.
Exceptional organizational, presentation, and communication skills , both verbal and written in English .
Ability to convey complex ideas clearly and influence customers and internal partner s a t multiple levels of the organization .
Demonstrated ability to collaborate with cros s -functional leaders to achieve shared business outcomes, often without direct authority .
Technical depth and credibility to engage constructivel y with product and engineering leaders and contribute to discussions that shape roadmap priorities .
Experience partner ing with Engineering organization s to improve responsiveness, release readiness, and consideration of customer impact across the product lifecycle.

Nice To Haves

Experience with Adobe Creative Cloud and/or Document Cloud products preferred .

Responsibilities

Lead, mentor, and support a group of 10-14 experienced Technical Account Managers based primarily in Lehi, Utah, with additional members across North America.
Set clear expectations, provide regular feedback, and e nsure consistent delivery of team objectives and deliverables.
Own overall team performance, engagement, and development.
Establish goals and priorities, monitor progress against commitments, and address performance issues promptly and constructively.
Hire, onboard, and retain top talent as the team evolves.
Create an environment where experienced professionals can continue to grow their technical , customer leadership, and interpersonal abilities.
Partner with customers, including senior technical leaders and executives at large enterprise s and Fortune 500 organizations.
Participate directly in key customer interactions to strengthen relationships, support complex engagements or critical issues , and reinforce confidence in the support program.
Provide guidance and oversight on account strategy, customer health, and risk management.
Ensure that team members are proactive, well-prepared, and aligned to customer and Adobe priorities, particularly during per iods of change, escalations, or major initiatives .
Refine and operationalize Technical Account Management program proce sses.
Work across global support delivery, engineering, product, and other Adobe teams to ensure consistency, clarity of roles, and alignment with broader organizational goals .
Identify patterns, gaps, and opportunities across customer feedback, delivery outcomes, and team input.
Drive continuous improvement in processes, tools, and ways of working that improve both the customer experience and day-t o-day effectiveness of the team.
Act as an advocate for the organization by representing team insights and customer perspectives in cross-functional discussions, helping influence priorities related to support readiness, product quality, and customer impact.