Sr. Manager, Technical Account Management

Adobe•Minneapolis, MN

About The Position

The Opportunity 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-to-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 7-10 years of people management experience in a fast-paced, enterprise-level, critical software support, professional services, consulting, or account management environment
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, 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
Executive level communication skills (presentation, written, and verbal) to interact with all levels of professional staff
Ability to explain complex concepts to direct reports, peers, customers and senior leadership simply and clearly in order to gain alignment and consensus with customers and partners
Excellent problem-solving skills and ability to navigate complicated situations in a professional manner
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 outstanding customer experience and value propositions
Set quarterly and yearly individual goals and provide ongoing performance feedback as well as formal performance appraisals and practice radical candor
Attract, hire, and retain top talent for each functional role.
Evaluate measurement criteria to determine 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
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