Technical Account Manager

About the Position

We are seeking a Technical Account Manager to build and maintain relationships with strategic customers, providing technical advisory and support. This is a post-sales position in which predominant job responsibilities and requirements occur after the sale of the company’s product to the client.

Responsibilities

• Build, develop, and maintain one-on-one relationships with strategic customers.
• Lead outstanding support engagement as the technical executive point of contact throughout the Customer’s solution lifecycle.
• Guide and support customer’s strategy with Adobe Solutions via service delivery plans with clear outcomes.
• Assess strategic Customer technical risks and opportunities, and coordinate extended team to build and drive “get well” plans.
• Drive clear communication across Customer operational areas. Maintain regular and appropriate governance with both internal and external executive teams.
• Advocate for Customer across internal teams. Optimize client’s product investment. Drive innovation, roadmap influence, standard methodologies, and process improvement back into the Adobe ecosystem.
• Responsible for the global engagement model, and review cycle across multiple BU’s and/or brands.
• Coordinate well-rounded delivery cadence across all technical partners and achieve business objectives across multi-solution, multi-discipline engagements.
• Work hands on with internal Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and the Adobe Consulting practice and third-party partners in support of customer’s technical success.
• Lead a matrixed services team that may involve multiple project teams from the company, client, or partner organizations. Develop effective working relationships with Customer partners.
• Make recommendations on how new and existing features fit within customers’ environments, supplying standard methodologies and recommendations.
• Lead project-based, consultant-led architectural and design discussions to ensure solutions are optimized.
• Mentor immediate team members as needed.

Requirements

• Bachelor’s Degree in related subject area of the technical industry. Equivalent experience will be considered.
• 5 to 10 years experience in a senior capacity in consultative, customer support, customer success and/or related role in marketing technology.
• Strong executive presence. Ability to collaborate multiple teams throughout Adobe and client-side VPs, including CMOs and CXOs.
• Strong presentation skills, including confident presence over the phone and via conference tools. Leading meetings, workshops, and reviews in front of audiences both small and large.
• Strong conflict-resolution skills to drive closure to customer concerns and open technical requests. Strong organization ability to prioritize work against client goals.
• Outstanding customer-facing skills that enable you to represent Adobe best within a customer’s environment. Driving discussions with multiple teams from developers and analysts to management and senior leadership.
• Capable of driving awareness and resolution across a broad set of issues with the Customer: technical, architecture, business process, and partnerships.
• Ability to think strategically about business, product, and technical challenges to help our customers realize the software investment, efficiencies, advantages, and innovations.
• Awareness of development methodologies and technologies and understanding of and experience with marketing software and domain principles.
• Ability to lead, fast paced, high-priority tasks, use cases, and work streams across multiple Adobe products.
• Excellent problem-solving skills, with a demonstrable ability to identify issues, solve them quickly and thoroughly, coordinating peers and internal resources where required.
• Experience of a wide range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration, administration and client/server operations is desired.
• Understanding of performance tuning and optimization. Understanding or experience in debugging coding languages. API-level knowledge of third-party applications is a plus.

Nice to Have

• Experience and familiarity with the following (a plus but not a hard requirement): Adobe Analytics, Adobe Audience Manager (AAM), Adobe Experience Manager (AEM), Adobe Experience Platform (AEP), Adobe Campaign, Adobe Magento, Adobe Marketo, Adobe Target.

We Offer

• Contract duration: 6 months up to 1 year, with possibility of extension
• Employment type: Only CIM contract
• Travel when permitted to client locations (approximately 10-25 percent)

About the Company

[Company description if present]