Sr. Manager, Technical Account Management

Adobe•New York, NY

23h

About The Position

Adobe's mission is to empower everyone to build. We develop innovative platforms and tools that unleash creativity, efficiency, and personalized customer experiences. 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 elite Customer Experience Orchestration service, supporting our largest customers by combining Support Delivery, Technical Account Management, and Customer Success. We offer proactive business and technical expertise to help customers develop high-performing digital experiences that generate real results. As a Senior Manager of Technical Account Management, you will lead a team of Technical Account Managers and Technical Account Directors dedicated to supporting Adobe's largest, most strategic accounts in regulated industries. Are you passionate about leading high-performing teams and helping enterprise customers achieve transformational outcomes? Do you thrive in environments where critical thinking meets hands-on leadership? If so, we'd love to hear from you!

Requirements

At least 5 years of people management experience in a fast-paced, enterprise-level software support, professional services, or account management environment.
Leadership
Customer Relations
Performance Management
Process Management
Data Analysis
Problem Solving
Effective Communication
Critical Thinking
Business Insight
Technical Curiosity
Act as a role model — setting an example of integrity, ethical behavior, and professionalism for your colleagues and peers.
Strong organizational skills are a must — capable of prioritizing, managing, and completing projects across different functions.
Outstanding communication skills (presentation, written, and verbal), along with explaining complex concepts simply.
Excellent problem-solving skills along with navigating complicated situations professionally.
Direct experience with Adobe's Content Management Solutions (Workfront, AEM) is required.

Nice To Haves

Led teams that support customers in highly regulated industries such as Financial Services, Healthcare, Life Sciences, or Government.
Experience with Adobe's broader Customer Experience Orchestration portfolio is highly desired.
Familiarity with compliance and regulatory frameworks relevant to enterprise customers is a plus.

Responsibilities

Direct management responsibility for your team's resources, objectives, morale, and culture.
Play a key role in hiring, developing, and retaining top performers across every functional role.
Encourage your team in delivering outstanding customer experiences and compelling value propositions.
Set quarterly individual goals, provide ongoing performance feedback, and conduct formal performance appraisals that drive growth and accountability.
Bring deep inspection to the business — truly understanding your customers' challenges and enabling your group to assist customers in overcoming them.
Partner with Product, Engineering, and the broader Adobe ecosystem to ensure your customers' needs are heard and prioritized.
Evaluate key performance indicators to identify trends in organizational health, including customer happiness, operating efficiency, solution adoption, and customer retention.
Advocate for your team, driving global visibility and collaborating across boundaries on process improvements, customer concerns, and local business objectives.
Engage directly in support of key accounts and critical issue management.
Own one or more global programs for the Support leadership team.
Partner with Customer Success and Sales leadership to align Support efforts to local sales and retention objectives.