Technical Account Manager

Job-ID Reference
26-29412

Remote
50% Remote Be a central point of contact while ensuring high levels of customer satisfaction for your assigned customer accounts

Maintain regular communication with both the external and internal teams, constantly handling customer expectations

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

Work hands-on with Adobe Customer Success Management, Managed Services, Engineering, Tech Ops, Product Management, Support, and the rest of the Consulting practice to address issues, questions, and requests

Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning

Analyze and present impactful data and insight to leadership

Demonstrate knowledge of your customers’ environments to assist Adobe service teams in better serving your customers

Serve as a first point of critical issues for customer concerns relating to technical issues and coordinate and drive resolutions with Adobe services, sales, and product teams

Ensure timely response and resolution to technical and product outstanding items

Assess and document customers’ technical environment to reveal ongoing insight and improvement opportunities

Make recommendations on how new and existing features fit within customers’ environments, supplying standard methodologies and guidance

Participate in customer-requested meetings and quarterly business reviews (on-site and remotely)
Participate in project-based, consultant-led architectural and design discussions to ensure solutions are optimal for the customer(s)
Provide proactive status updates to required parties

Host periodic checkpoint and status calls with customer and internal partners

Identify enablement goals and plans

Continually develop both technical and soft skills individually and assist in mentoring immediate team members as needed

Skills:

At least five years of full-time experience in consultative, customer-facing support and/or related role in marketing technology

Exceptional CX focus and abilities

Track record of delivering value, driving conversations, and not waiting to be asked by the customer but bringing opportunities to your customers proactively - proactivity is key to success

Proven ability to adapt to new technologies and learn quickly

Demonstrated presentation skills, including confidence and comfort on camera on calls and in front of audiences both small and large

Professional demeanor, ability to collaborate with and lead diverse teams throughout Adobe, and communicating with client managers, directors, and VPsincluding CMOs and CXOs.Excellent, advanced written and verbal communication skills

Strong conflict resolution and negotiation skills

Sense of urgency in driving closure around blocking issues and open technical issues

Strong personal organization skills, as well as prioritization and time management skills

Ability to manage multiple, complex, high-priority tasks and situations across multiple accounts

Excellent problem-solving skills, with a demonstrated ability to identify issues, solve them quickly and thoroughly, using peers and internal resources as applicable

Travel to client locations as (approximately 15-20 percent)
Familiarity, awareness, or strong working knowledge of development methodologies and technologies.

Tagging and implementation familiarity or experience

Analysis principles and interpretation experience

Understanding of and experience with marketing software and domain principles

Experience and familiarity with at least one of the following Adobe solutions (not a hard requirement but strongly desired):
Adobe Analytics, Adobe Audience Manager, Adobe Experience Manager, Adobe Campaign, Adobe Journey Optimizer, Adobe Customer Journey Analytics, Adobe Target, Adobe Experience Platform, Adobe Realtime Customer Data Platform, etc.

Familiarity with Agile development methodologies, such as, Scrum Familiarity with SaaS UX and navigation

Understanding of performance tuning and optimization

Understanding and experience in debugging coding languages is a plusAPI-level knowledge of third-party applications is preferred

Comprehension or experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired

Education:

Bachelor’s Degree in related field of the technical industry or equivalent experience