Technical Account Manager

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
• Skillfully 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 contribute to 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 escalations 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 tactfully 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
• Travel when permitted to customer sites (approximately 5-10%)

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

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $93,200 -- $162,800 annually. Paywithin this range varies by work location and may also depend on job-related knowledge, skills,and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

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