Sr. Technical Account Manager

Adobe•Lehi, UT

About The Position

As large enterprises invest in Adobe, we are in need of strategic and high-powered technical talent to help our largest customers navigate their operational needs across the Adobe Experience Cloud solutions. Our Technical Account Managers (TAM) build, develop, and maintain one-on-one relationships with our world-class customers. They produce and deliver a prescribed set of technical services specifically crafted to help them maintain operational health, while adopting new solutions and functionality to increase their value-realisation. A person in this role possesses customer-facing and interpersonal skills that enables you to represent Adobe best within a customer’s ecosystem, driving discussions with multiple personas from developers and analysts to management and senior leadership — including within Adobe — regarding tasks, projects, cases, standard methodologies, and prioritization. One should also have the proficiency to think strategically about people, process, and technology challenges as they help our customers realize the investment, efficiencies, advantages, and innovation available in Adobe solutions.

Requirements

Bachelor’s Degree in related field of the technical industry or equivalent experience
At least seven years of full-time experience in consultative, development, customer support and/or related role in marketing technology
Very strong written and verbal communication skills in English a must, other languages would be advantageous
Proven presentation skills, and experience organizing and leading high-profile customer calls and meetings
Demonstrable ability to adapt to new technologies and learn quickly
Customer-facing experience in enterprise projects, and in one or more of the following: Java, SQL, Javascript, AngularJS, JQuery, CSS, REST, XML, web-server technologies
Competency in Analytical Problem Solving, Building Customer/Partner Relationships, Confidence, Cross-Functional Collaboration, Impact and Influence, Interpersonal Awareness, Project Management, Strategic Insight, Product & Technology Expertise, Value Selling

Nice To Haves

Familiarity with the following Adobe solutions (a plus but not a hard requirement): Adobe Analytics, Customer Journey Analytics, Adobe Experiencer Platform, Cross Data Platform, and Real-time Cross Data Platform.

Responsibilities

Be a central point of contact while ensuring high levels of customer satisfaction
Maintain regular communication with external and internal teams, managing expectations
Engage with Director and VP-Level executives to translate business needs into technical and operational plans
Coordinate and drive efforts to optimise product performance and customer adoption
Lead and guide customer through complex environment changes and upgrades
Supervise the management of technical critical issues and customer concerns
Share proactive notifications and recommendations of upcoming releases and possible impact
Lead customer check-ins and participate in quarterly business reviews
Deliver proactive status updates, deliverables and guidelines
Continually develop both technical and soft skills individually