Adobe - Seattle, WA
posted 5 months ago
The Technical Account Manager (TAM) at Adobe plays a crucial role within the Digital Media support delivery team, specifically catering to customers who have purchased an Elite Adobe Support Plan. This position is designed for individuals who are passionate about providing exceptional customer service while leveraging their technical expertise. The TAM is assigned to one or more of Adobe's largest and most strategic customers, acting as the primary post-implementation technical contact. This role requires a unique blend of deep technical knowledge and outstanding account management skills, ensuring that customers receive the highest level of support and advocacy for their Adobe solutions. In this position, the TAM is responsible for developing engaging relationships across the customer's organization. This involves tactfully and confidently communicating with stakeholders at all levels, especially in complex and emotionally charged situations. The TAM must bring people together with a common goal of meeting objectives, resolving issues, and accelerating success. A deep understanding of each customer's technical and business strategies is essential, as it allows the TAM to identify needs and propose tailored solutions that will enhance the customer's success with Adobe products. The TAM will skillfully navigate customers through the implementation and utilization of Adobe's AI and generative AI technologies, staying informed on the latest trends in the industry. Assessing customer health, identifying technical risks, and building mitigation plans are key responsibilities. The TAM is expected to anticipate problems proactively and work with customers to avoid or lessen their impact. Additionally, the TAM will lead meetings, calls, and discussions, conveying ownership and direction while ensuring progress is made towards customer goals. Regular communication with customers is vital, including status calls, knowledge transfer sessions, and service reviews. The TAM will also advise customers on upcoming releases and their potential impacts, guiding them through complex environment changes. By helping customers overcome significant issues and leading technical escalations, the TAM will foster long-term loyalty and satisfaction with Adobe's technology and services. The role requires a commitment to building trust with customers and co-workers, as well as a dedication to sharing knowledge and improving processes across the Adobe ecosystem. The TAM will work primarily during the customers' core business hours, with occasional extended or on-call hours as needed, and may require travel to customer sites approximately 5-10% of the time.