Enterprise Technical Account Manager

The Enterprise Technical Account Manager (eTAM) is a senior business-critical role responsible for overall solution health and maintaining a high standard of technical operational excellence to deliver customer value, accelerate solution use, and be the customer’s advocate with Adobe product and engineering.eTAMs quickly grasp a customer's landscape, assess their maturity and solution lifecycle, and identify immediate, short- and long-term wins.

You will share expert guidance grounded in Adobe and industry standards.

Consistent technical rigor, dependable solution health, and a focus on customer needs are central to this role. Building a clear technical engagement strategy — and following through on it — is how eTAMs help customers succeed.

Responsibilities:

Deliver consistent technical excellence through early engagement and ongoing solution health monitoring

Lead capability roadmap and discovery sessions with customers to uncover both quick and larger engagements that increase adoption and product use Identify technical risk by understanding customer use cases, and flag potential challenges proactively

Increase product adoption through measurable engagements that build customer understanding

Maintain regular communication with internal and external teams, consistently representing customer needs

Engage with Director and VP-Level executives to translate business needs into technical and operational plans

Manage all technical challenges and ensure customers tickets and issues are fully addressed and resolved with urgency

Work hands-on with cross-functional Adobe teams to ensure customers are provided with the highest level of proactive support and technical strategy based on Adobe/industry standards

Make sure customers are aware of opportunities available through the Ultimate Success program and customer alpha/beta programs, and help them take part Provide detailed reviews of service disruptions, metrics, and prelaunch planning. Present clear data and insights to customer leadership

Serve as the first point of contact for critical technical concerns, and coordinate resolutions with Adobe services, sales, product, and engineering teams

Assess and document customers’ technical environment to reveal ongoing insights, improvements, and optimization opportunities

Proactively recommend how new and existing features fit within customers’ environments, using industry and Adobe standards and proven methodologies

Participate in customer-requested meetings, as well as strategic and quarterly business reviews (on-site and remote)
Participate in project-based, consultant-led architectural and design discussions to ensure solutions are optimal for the customer(s)
Continue developing your technical and interpersonal skills, and help mentor team members as needed

Requirements:10 years of experience focused on building technology roadmaps, enablement plans, support and operations models in either a consulting setting or industry/client side5 years in a start-up-minded environment, Fortune 500 company, or direct customer-facing consulting experience

Bachelor’s or advanced degree in computer science, information technology management, business, marketing/communications or related field

Track record of leading critical customer conversations and bringing opportunities forward to build value and positive sentiment

Experience building and delivering a technical health and enablement plan, and clearly articulate wins based on capability activation

Deep understanding of how Adobe products fit together to deliver integrated work streams that support adoption and account health

Understand customer needs and organizational maturity, and tailor a technical adoption/enablement plan that fits Deliver value through product activation…