Senior Manager, Technical Account Management

Adobe

San Jose

hace 6 días

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!

At Adobe, we're changing the world. How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful.

We give businesses and organizations the power to truly engage their customers. Adobe is behind the elegantly content that streams across your laptop, TV, phone, and tablet every day-and we're the ones who harness data to help companies move from data to insight and insight to action by delivering relevant content.

Premier Support is Adobe’s Digital Experience best-in-class service offering contributing to the success of our largest customers by wrapping Support Delivery and Technical Account Management around the customer.

As a Senior Manager in the Premier Support group your goal is to lead a team of senior Technical Account Managers and Technical Account Directors.

Technical Account Directors are responsible for the technical success of Adobe’s largest and most sophisticated customers.

They are responsible for developing and executing a customer strategy critical for the health of the solution stack, driving adoption and usage, risk mitigation and alignment across Customer executives and senior level decision makers.

You will have successfully led a software and / or SaaS-based technical team in Professional Services, Support or Technical Account Management.

You are an extraordinary communicator, have strong executive presence, perform well under pressure, and are passionate about customer success and premium service delivery.

What you’ll do

Practice lead for Technical Account Director program, accountable for the results, framework, processes and critical metrics

Work hands on with Adobe's internal Customer Success, Professional Services and Managed Services practices for mutual alignment and align Support efforts to local sales and retention objectives

Executive Sponsor and Advocate for Top Accounts across internal Adobe teams. Optimize client’s investment and accelerated task, issue execution and resolution.

Drive innovation, roadmap influence, standard methodologies, and process improvement back into the Adobe ecosystem

Direct management responsibilities for all designated resources, team objectives, morale and culture, motivate the team to deliver exceptional customer experiences and value propositions

Setting quarterly individual goals and providing ongoing performance feedback as well as formal performance appraisals

Attract, hire and retain top talent for each functional role!

Evaluate measurement criteria to evaluate trends in organizational performance, including : customer happiness, 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

What you’ll need to succeed

Bachelor’s Degree in related subject area of the technical industry. Equivalent experience will be considered.

At least 10-15 years of experience in people management and leadership role in consultative, customer support, customer success and / or related role in marketing technology

Executive presence. Ability to collaborate multiple teams throughout Adobe and client-side VPs, including CMOs and CXOs

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 : sets an example of integrity, ethical behavior and professionalism

Excellent organizational skills : ability to prioritize, run, multi-task and execute projects multi-functionally

Outstanding communications skills (presentation, written, and verbal) to interact with all levels of professional staff

Ability to think strategically about business, product, and technical challenges to help our customers realize the software investment, efficiencies, advantages, and innovations

Excellent problem-solving skills and ability to navigate complicated situations in a professional manner

Familiarity with SaaS solutions or Adobe Digital Experience solutions a plus

More reasons why Adobe life is the good life

Skip those awful "performance reviews."!

Work in a place that cultivates phenomenal leaders throughout the organization. A company that understands that product innovation comes from people innovation.

Those "best places to work" lists love us (in multiple countries), here's why.

Put your mind at ease with our health and welfare benefits, industry-competitive salary, and more.

The work is awesome. The people are awesome. There's no better place to make an impact. See what our employees are sharing about Adobe life!

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists.

You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where feedback flows freely.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Please contact us to request accommodation.

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