Senior Manager, Technical Account Management

Adobe • Lehi, UT

23h

About The Position

The Opportunity Adobe is revolutionizing the world by equipping people with the necessary tools to transform their concepts into tangible creations. Through our innovative solutions, individuals can craft engaging content that adds value to both personal and professional endeavors. Moreover, we assist organizations in establishing meaningful connections with their clientele, using data-driven insights to drive decision-making processes and generate impactful outcomes. Ultimate Success is Adobe’s Digital Experience elite service, contributing to the success of our largest customers by wrapping Support Delivery and Technical Account Management around the customer. As a Manager of Technical Account Management, your goal is to lead a team of Technical Account Managers. What You’ll Do Direct management responsibilities for all designated resources, team objectives, morale, and culture. Motivate the team to deliver outstanding customer experiences and value propositions. Set quarterly individual goals and provide ongoing performance feedback as well as formal performance appraisals. Attract, hire, and retain top talent for each functional role. Evaluate measurement criteria to determine 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. Engage in support of key accounts and critical issue management. Own one or more global programs for the Support leadership team. Partner with the Customer Success and Sales leadership team to align Support efforts to local sales and retention objectives. What You’ll Need to Succeed Minimum of 5 years of people management experience in a fast-paced, enterprise-level, critical software support, professional services, or account management environment. Core skills/proficiencies include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Problem Solving, Effective Communication, Critical Thinking, Business Insight, and Technical Curiosity. Act as a role model to others: set an example of integrity, ethical behavior, and professionalism. Strong organizational skills: capable of prioritizing, managing, multitasking, and completing projects across different functions. Outstanding communication skills (presentation, written, and verbal) to interact with all levels of professional staff. Ability to explain complex concepts simply. 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 About Adobe Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity. Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours. Let’s Adobe together At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create. 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 protected characteristic. Learn more. Adobe aims to make our Careers website and recruiting process 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 [email protected] or call [phone]. AI Use Guidelines for Interviews: Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process. At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience.

Requirements

• Minimum of 5 years of people management experience in a fast-paced, enterprise-level, critical software support, professional services, or account management environment.
• Core skills/proficiencies include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Problem Solving, Effective Communication, Critical Thinking, Business Insight, and Technical Curiosity.
• Act as a role model to others: set an example of integrity, ethical behavior, and professionalism.
• Strong organizational skills: capable of prioritizing, managing, multitasking, and completing projects across different functions.
• Outstanding communication skills (presentation, written, and verbal) to interact with all levels of professional staff.
• Ability to explain complex concepts simply.
• 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 outstanding customer experiences and value propositions.
• Set quarterly individual goals and provide ongoing performance feedback as well as formal performance appraisals.
• Attract, hire, and retain top talent for each functional role.
• Evaluate measurement criteria to determine 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.
• Engage in support of key accounts and critical issue management.
• Own one or more global programs for the Support leadership team.
• Partner with the Customer Success and Sales leadership team to align Support efforts to local sales and retention objectives.

What This Job Offers

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