Adobe - Lehi, UT
posted 6 months ago
The Technical Account Manager (TAM) role at Adobe is a pivotal position within our Digital Media support delivery team, specifically designed to provide exceptional services to customers who have purchased an Elite Adobe Support Plan. The TAM is assigned to one or more of our largest and most strategic customers, acting as their primary post-implementation technical contact. This role requires a unique blend of deep technical expertise and outstanding customer service and account management skills. The TAM serves as the advocate for Adobe customer services, driving technical success and focusing on proactive services that enhance customer operational health with Adobe solutions. In this role, you will develop engaging relationships across the customer's organization, tactfully and confidently communicating with stakeholders at all levels. You will navigate complex and emotionally charged situations, bringing people together to meet objectives, resolve issues, and accelerate success. A deep understanding of each customer's technical and business strategies, objectives, requirements, and priorities is essential. You will identify needs and propose solutions that will help customers achieve their goals, particularly in the implementation and utilization of Adobe's AI and generative AI technologies. As a TAM, you will assess customer health, identify technical risks and opportunities, and build and implement mitigation plans. Anticipating problems and proactively working with customers to avoid or lessen their impact is a key responsibility. You will lead meetings, calls, and discussions, demonstrating ownership, assertiveness, and organization. Regular status calls and reporting, along with knowledge transfer sessions and service reviews, will be part of your routine to ensure customers are well-informed and supported. Your strategic thinking will be crucial as you help customers navigate business, product, and technical challenges, advising them on upcoming releases and potential impacts. You will assist customers in overcoming significant issues, leading technical escalations and critical issues, and expanding their usage of Adobe products. Building trust with customers and co-workers by making and meeting commitments is vital. Additionally, you will contribute to the knowledge base by collecting common questions and best practices, driving innovation, influencing the product roadmap, and improving processes across the Adobe ecosystem. Consistent updates to customer and account information will be part of your accountability, ensuring that all actions are documented and transparent.