Technical Account Manager

$162,800 - $162,800/Yr

Adobe - Chicago, IL

Full-time - Mid Level

Hybrid - Chicago, IL

Publishing Industries

About the position

The Technical Account Manager (TAM) at Adobe plays a crucial role in building and maintaining strong relationships with large enterprise customers. This position focuses on ensuring operational health and maximizing the value of Adobe Experience Cloud solutions for clients. The TAM serves as a primary technical contact, addressing customer inquiries, managing technical issues, and collaborating with various internal teams to deliver exceptional service and support. The role requires strategic thinking, technical expertise, and excellent communication skills to effectively engage with stakeholders at all levels.

Responsibilities

• Be a central point of contact while ensuring high levels of customer satisfaction for your assigned customer accounts
• Maintain regular communication with both the external and internal teams, constantly handling 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, detailed prelaunch planning
• Analyze and present impactful data and insight to leadership
• Demonstrate knowledge of your customers' environments to assist Adobe service teams in better serving your customers
• Serve as a first point of critical issues for customer concerns relating to technical issues and coordinate and drive resolutions with Adobe services, sales, and product teams
• Ensure timely response and resolution to technical and product outstanding items
• Assess and document customers' technical environment to reveal ongoing insight and improvement opportunities
• Make recommendations on how new and existing features fit within customers' environments, supplying standard methodologies and guidance
• 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 optimal 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 related field of the technical industry or equivalent experience
• At least five years of full-time experience in consultative, customer support and/or related role in marketing technology
• Exceptional CX focus and abilities
• Demonstrable ability to adapt to new technologies and learn quickly
• Proven presentation skills, including confidence and comfort over the phone and in front of audiences both small and large
• Professional demeanor, ability to collaborate with and lead teams with dynamic strengths throughout Adobe, and presenting with client managers, directors, and VPs including CMOs and CXOs
• Excellent, sophisticated written and verbal communication skills
• Strong conflict resolution and negotiation skills
• Tenacious in driving closure around blocking issues and open technical issues
• Strong personal organization skills, as well as prioritization and time management skills
• Ability to manage multiple, sophisticated, high-priority tasks and situations across multiple accounts
• Excellent problem-solving skills, with a validated ability to identify issues, tackle them quickly and thoroughly, using peers and internal resources as applicable

Nice-to-haves

• Familiarity, awareness, or strong solid understanding of development methodologies and technologies in one or more than 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 solutions (a plus but not a hard requirement): Adobe Analytics, Adobe Audience Manager, Adobe Target, Adobe SAAS
• Familiarity with Agile development methodologies, such as, Scrum
• Familiarity with SaaS UX and navigation
• Understanding of performance tuning and optimization
• Understanding with 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, solving, upgrading, integration and client/server operations is desired

Benefits

• Competitive salary range of $93,200 -- $162,800 annually
• Short-term incentives in the form of the Annual Incentive Plan (AIP)
• Potential eligibility for long-term incentives in the form of a new hire equity award
• Opportunities for career growth and development
• Exceptional work environment recognized globally
• Commitment to diversity and inclusion in the workplace