Technical Account Manager

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!

The Technical Account Manager (TAM) is within our 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 our 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
• Thoughtfully navigate customers through the implementation and utilization of Adobe's AI and generative AI technologies by remaining up-to-date and informed on the 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 chip in 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 sophisticated environment changes
• Help customers overcome significant issues that arise (lead technical customer concerns 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 crafting 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 thoughtfully reinforces accountability across all Adobe employees and teams in delivering to operating and service level targets
• Expertly and thoughtfully guides/mentors/coaches team members on proper process and methods that ensure customer service excellence
• Work generally during the customers’ core business hours, with occasional extended or on-call hours as needed

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, 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