Senior Technical Account Manager
Substance
San Jose
hace 18 horas

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!

As large enterprises invest in Adobe, we need a strategic senior technical talent to help our largest customers navigate their operational needs across the Adobe Experience Cloud solutions.

The Senior Technical Account Manager (Sr. TAM) build, develop, and maintain one-on-one relationships with our outstanding customers.

They produce and deliver a prescribed set of technical services specifically prioritized to help them maintain operational health, while accepting new solutions and functionality to improve their investment.

You have customer-facing skills that enable you to represent Adobe best within a customer’s environment, driving discussions with multiple teams from developers and analysts to management and senior leadership.

Tasks, projects, cases, standard methodologies, and prioritization will lead all discussions. You have proficiency to think strategically about business, product, and technical challenges as you help our customers realize the software investment, efficiencies, advantages, and innovations.

In addition to the above set of functions, key elements of the role include being the technical advisory lead for enterprise customers, establishing business and operational understanding of their environment.

Hands-on, confident, technical leadership is required to work through challenges and events. You will lead when working with customers and partners, technical health reviews, and influence partners to improve your customers’ operational health.

  • The overarching goal is to ensure that you understand your customers’ technical and business strategies, requirements and priorities and are in a position to anticipate and avoid issues;
  • identify and mitigate risk; experience full realization of the Adobe product suite.

    Responsibilities

    The Sr. TAM Provides leadership oversight, executive engagement and governance. This candidate will lead internal executive partner relationship management.

    Facilitate and report on overall engagement status and outcomes. Lead the global engagement model, review cycle across multiple BU’s and / or brands.

    Consolidate holistic cadence across all technical partners and influence delivery achievements across multi-solution, multi-discipline engagements.

    Be a focused specialist and advocate to optimize client’s investment and accelerated task, issue execution and resolution.

    Work hands on with Adobe's internal Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and the Adobe Consulting practice and third party partners to address issues, questions, and requests.

    Examples of these tasks are :

  • Make recommendations on how new and existing features fit within customers’ environments, supplying standard methodologies and recommendations!
  • Participate in customer-requested meetings and strategic business reviews (on-site and remotely).
  • Lead project-based, consultant-led architectural and design discussions to ensure solutions are optimized!
  • Host periodic checkpoint and status calls with customer and internal partners.
  • Mentor immediate team members as needed.
  • Requirements

    Bachelor’s Degree in related subject area of the technical industry. Equivalent experience will be considered. At least seven to ten years of full-time experience in consultative, customer support and / or related role in marketing technology.

    Exceptional CX focus and abilities and the Ability to adapt to new technologies. Strong presentation skills, including confident presence over the phone and via conference leading meetings and reviews in front of audiences both small and large.

    Ability to collaborate multiple teams throughout Adobe and client side VPs, including CMOs and CXOs. A Principal TAM will possess strong conflict-resolution skills.

    Drive closure to customer concerns and open technical issues and maintain strong personal organization, ability to prioritize work against client goals.

    Awareness of development methodologies and technologies and understanding of and experience with marketing software and domain principles.

    Experience and familiarity with the following (a plus but not a hard requirement) : Adobe Analytics, Adobe Audience Manager (AAM), Adobe Experience Manager (AEM), Adobe Experience Platform (AEP), Adobe Campaign, Adobe Magento, Adobe Marketo, Adobe Target.

    Travel when permitted to client locations (approximately 15-20 percent).

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