Senior Enterprise Technical Account Manager

Senior Enterprise Technical Account Manager

Location: Chicago

Time Type: Full time

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.

• 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

• 10 years of experience focused on building technology roadmaps, enablement plans, support and operations models in either a consulting setting or industry/client side
• 5 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…