Technical Account Manager 3

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!

Technical Account Manager 3 – Digital Media
The Technical Account Manager (TAM) is part of the Digital Media support delivery team providing services to customers who have purchased an Elite Adobe Support Plan. The TAM is assigned to one or more of Adobe’s largest and most strategic customers. The TAM demonstrates a balance of deep and broad technical abilities along with outstanding customer service and account management skills. As the primary post-implementation technical contact for the customer, they are their Adobe customer services advocate, drive their technical success, and they focus on providing proactive services that improve customer operational health with Adobe solutions.
What you'll Do
Develop engaging relationships across the customer's organization
Tactfully, confidently, and professionally communicate with others at all levels, especially in complex, emotionally charged situations, bringing people together with the common goal of meeting objectives, resolving issues, meeting project timelines, and accelerating success
With a deep understanding of each customer’s technical and business strategies, objectives, requirements, priorities, and how Adobe products are implemented in their environment, identify needs, and propose solutions that will accelerate their success
Skillfully navigate customers through the implementation and utilization of Adobe’s AI and generative AI technologies by remaining up-to-date and informed on latest company and industry trends
Assess customer health, technical risks and opportunities, and build/implement mitigation plans
Anticipate problems and proactively work with customers to avoid or lessen impact
Appropriately contribute to and take charge of meetings, calls and other discussions to convey ownership, assertiveness, prioritization, organization, direction, and progress
Own customer status calls and reporting, and provide regular knowledge transfer sessions and service reviews with customer and partners
Think strategically about business, product, and technical challenges as you help our customers realize their business objectives pertaining to our software
Advise customers on upcoming releases and possible impact, and guide through complex environment changes
Help customers overcome significant issues that arise (lead technical escalations and critical issues), succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer
Make and meet all commitments, building trust with customers and co-workers
Collect common questions, techniques, and standard methodologies in daily workflow, sharing that information by regularly creating and improving knowledgebase content
Drive innovation, influence roadmap, and improve process across the Adobe ecosystem
Consistently and regularly update customer and account information, keeping it current
Accountable for all actions, and tactfully reinforces accountability across all Adobe employees and teams in delivering to operating and service level targets
Expertly and tactfully teaches/mentors/coaches team members on proper process and methods that ensure customer service excellence
Work generally during the customers’ core business hours (North America), 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. Equivalent experience will be considered
5+ years of full-time experience in technical account management supporting enterprise customers, consultative technical customer support and/or related role in technology space
Extensive experience working in complex enterprise IT environments in consulting, support, account management or development roles
Executive presence and finesse in all communications, with strong conflict-resolution skills
Proven successful customer-facing skills that include developing and presenting effective presentations and leading high-profile customer calls and meetings
Understanding of APIs (Application Programming Interface) is required

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