Technical Account Manager

Our Company
Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. 
We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

The Opportunity

Join Adobe as a Technical Account Manager 3 and improve the impact on our largest customers. This role is based in Austin, TX; Lehi, UT; NYC, NY + Remote and offers an outstanding opportunity to work directly with Ultimate Success clients, enhancing their implementation and improving their investment in Adobe Experience Cloud solutions. Your expertise will drive magnificent operational health and the adoption of new functionalities, delivering world-class digital experiences.

Responsibilities

• Be a central point of contact while ensuring high levels of customer happiness for your assigned customer accounts
• Maintain regular communication with both external and internal teams, constantly managing customer expectations
• Engage with Director and VP-Level executives to translate business needs into technical and operational plans
• Work hands-on with Adobe Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and the rest of the Consulting practice to address issues, questions, and requests
• Provide detailed reviews of service disruptions, metrics, and detailed prelaunch planning
• Analyze and present impactful data and insights to leadership
• Demonstrate knowledge of your customers’ environments to assist Adobe service teams in better serving your customers
• Serve as a first point of contact for critical issues, coordinating and driving resolutions with Adobe services, sales, and product teams
• Ensure timely response and resolution to technical and product outstanding items
• Assess and document customers’ technical environments to reveal ongoing insights and improvement opportunities
• Offer suggestions on how new and existing features align with customers' environments, providing standard methodologies and mentorship.
• Participate in customer-requested meetings and quarterly business reviews (on-site and remotely)
• Participate in project-based, consultant-led architectural and design discussions to ensure solutions are efficient for the customer(s)
• Provide proactive status updates to required parties
• Host periodic checkpoint and status calls with customer and internal partners
• Identify enablement goals and plans
• Continually develop both technical and soft skills individually and assist in mentoring immediate team members as needed

Requirements

• Bachelor’s Degree in a related technical field or equivalent experience
• At least five years of full-time experience in a consultative, customer support, and/or related role in marketing technology
• Outstanding CX focus and abilities
• Demonstrable ability to adapt to new technologies and learn quickly
• Validated presentation skills, including confidence and comfort over the phone and in front of audiences both small and large
• Professional demeanor with the ability to collaborate with and lead diverse teams throughout Adobe, and connect with client managers, directors, and VPs including CMOs and CXOs
• Excellent written and verbal communication skills
• Strong conflict resolution and negotiation skills
• Sense of urgency in driving closure around blocking issues and open technical issues
• Strong organizational skills, as well as prioritization and time management skills
• Ability to lead multiple, complex, high-priority tasks and situations across multiple accounts
• Excellent problem-solving skills, with a demonstrated ability to identify issues, solve them quickly and thoroughly, using peers and internal resources as applicable
• Travel to client locations as the need arises (approximately 15-20 percent)
• Familiarity, awareness, or strong working knowledge of development methodologies and technologies in one or more of the following: JavaScript, jQuery, Java, JSP; HTML, HTML5, XHTML, CSS; REST, XML, J2EE Application Services, Database Technologies, LDAP Server Technology, OSGI Framework
• Tagging and implementation familiarity or experience
• Analysis principles and interpretation experience
• Understanding of and experience with marketing software and domain principles
• Experience and familiarity with the following Adobe Experience Cloud solutions (a plus but not a hard requirement): Adobe Experience Platform (CJA, AJO, CDP) Adobe Analytics, Adobe Audience Manager, Adobe Target, Adobe Campaign
• Familiarity with Agile development methodologies, such as Scrum
• Familiarity with SaaS UX and navigation
• Understanding of performance tuning and optimization
• Understanding or experience in debugging coding languages
• API-level knowledge of third-party applications is a plus
• Comprehension or experience in a wide range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration, and client/server operations is desired

Our compensation reflects the cost of labor across several  U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $91,500 -- $169,500 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans.  Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

Adobe is proud to be an Equal Employment Opportunity and affirmative action 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 applicable characteristics protected by law. Learn more.
 

Adobe aims to make Adobe.com 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 (408) 536-3015.

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.