Senior Technical Account Manager – Digital Media

Senior Technical Account Manager – Digital Media 

The Senior Technical Account Manager (TAM) is a member of the Digital Media support delivery team. The TAM provides services to one or more of Adobe's largest and most strategic customers who have purchased an Elite Adobe Support Plan and require a seasoned technical professional to work with them. In this role, the Senior TAM demonstrates deep technical expertise, exceptional customer service, and advanced account management skills. They are entrusted with the most complex and critical customer accounts and play a pivotal role in driving proactive technical success and customer satisfaction of these strategic clients. 

What you'll Do  

• Establish and maintain highly strategic and influential relationships across the customer’s organization, including C-level executives. 

• Act as the trusted advisor and champion for the customer’s technical strategies while maintaining a strong focus on aligning with Adobe’s business goals. 

• Demonstrate executive presence and finesse in all communications, particularly in complex, emotionally charged situations. 

• Lead high-profile customer calls and meetings with ownership, assertiveness, prioritization, organization, direction, and issue resolution while aligning resources to meet objectives.  

• Possess an in-depth understanding of Adobe’s product offerings, with the ability to provide comprehensive technical guidance to both customers and colleagues 

• Drive customer utilization of Adobe products in their workflow to provide enhanced results  

• Demonstrate the ability to measure and report the impact of change initiatives, showing tangible, positive results. 

• Leverage a deep understanding of each customer’s technical and business strategies, objectives, requirements, priorities, and Adobe products implemented in their environment to identify complex needs and propose innovative solutions that accelerate the customer’s success 

• Navigate customers through the implementation and utilization of Adobe’s AI and generative AI technologies, remaining at the forefront of industry trends and Adobe product capabilities  

• Assess customer health, technical risks, and opportunities, and develop and implement sophisticated mitigation plans.  

• Anticipate and proactively address complex problems to avoid or reduce impact. 

• Engage in proactive activities with the customer such as knowledge transfer sessions, service reviews, solution reviews, roadmap reviews, and technical business objective discussions. 

• Think strategically about the customer’s business, product, and technical challenges, guiding them to realize their business objectives through Adobe solutions. 

• Advise customers on upcoming product releases, potential impacts, and guide them through complex environment changes and upgrades 

• Lead technical and critical issue resolution discussions, ensuring the customer’s continued success and satisfaction.  

• Make and meet all commitments, building trust with customers and co-workers 

• Innovate and improve processes across the Adobe ecosystem, enhancing efficiency and customer experience. 

• Continuously contribute to the knowledge base by sharing effective approaches, standard methodologies, and advanced techniques. 

• Drive innovation and influence product roadmaps by providing strategic insights to Adobe teams, based on in-depth understanding of the customer needs and environment 

• Maintain accurate and up-to-date customer and account information 

• Hold all parties accountable and reinforce accountability across Adobe teams in delivering to operating and service level targets.  

• Expertly mentor and coach team members, contributing to their professional development and ensuring that they provide high-touch customer service 

• Work hours broadly align with customers’ core business hours, with occasional extended or on-call hours as needed 

• Travel when permitted to customer sites (approximately 5-10%) 

What you need to succeed  

• Bachelor’s Degree in related subject area of the technical industry or equivalent experience will be considered 

• 5+ years of full-time experience in technical account management, consultative technical customer support, and/or related role in the technology space 

• Experience in the digital video audio, production, or post-production industry preferred 

• Extensive experience working in complex enterprise IT environments in consulting, support, account management or development roles 

• Demonstrated executive presence and finesse in all communications, strong conflict-resolution skills, and a proven track record of developing and delivering effective presentations to senior executives 

• Program management or project management experience preferred