Senior Technical Account Manager

🔥 12 hours ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

🌽 Illinois, Massachusetts, +2 more states – Remote

🌽 Illinois – Remote 🍂 Massachusetts – Remote ⛷️ Utah – Remote ☕ Washington – Remote

💵 $117.3k - $209.6k / year

⏰ Full Time

🟠 Senior

🧑‍🔧 Technical Account Manager

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Adobe

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1982

💼 Consulting

📣 Marketing

Consulting • Marketing • Software

Adobe is a leading software company specializing in creative and digital marketing solutions. It offers a wide range of creative apps and services, including industry-standard tools like Photoshop, Illustrator, and Premiere Pro as part of its Adobe Creative Cloud suite. Adobe also provides business solutions such as the Adobe Experience Cloud, which includes marketing automation, analytics, and content management. With a focus on enhancing customer experiences through generative AI and digital asset management, Adobe serves industries like Financial Services, Retail, Media & Entertainment, and more. Adobe is also well-known for its PDF and e-signature solutions, such as Adobe Acrobat and Acrobat Sign, catering to both individuals and businesses.

📋 Description

• Serve as a central point of contact and ensure high customer satisfaction for assigned accounts • Maintain regular communication with external and internal teams and manage customer expectations • Engage Director- and VP-level executives to translate business needs into technical and operational plans • Collaborate with Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and Consulting teams • Provide detailed reviews of service disruptions, metrics, and prelaunch planning • Analyze and present impactful data and insights to leadership • Demonstrate knowledge of customer environments to help Adobe service teams better support customers • Serve as first point of contact for critical technical customer issues and coordinate resolutions with Adobe services, sales, and product teams • Ensure timely response and resolution of technical and product outstanding items • Assess and document customers’ technical environments to identify insights and improvement opportunities • Recommend how new and existing features fit within customer environments and provide methodologies and guidance • Participate in customer-requested meetings and quarterly business reviews, both on-site and remotely • Participate in consultant-led architectural and design discussions • Provide proactive status updates • Host periodic checkpoint and status calls with customers and internal partners • Identify enablement goals and plans • Continually develop technical and soft skills and mentor immediate team members as needed

🎯 Requirements

• Bachelor’s Degree in related field of the technical industry or equivalent experience • At least five years of full-time experience in consultative, customer support and/or related role in marketing technology • Exceptional CX focus and abilities • Demonstrable ability to adapt to new technologies and learn quickly • Proven presentation skills, including confidence and comfort over the phone and in front of audiences both small and large • Professional demeanor and ability to collaborate with and lead teams throughout Adobe • Excellent, sophisticated written and verbal communication skills • Strong conflict resolution and negotiation skills • Strong personal organization, prioritization, and time management skills • Ability to manage multiple, sophisticated, high-priority tasks and situations across multiple accounts • Excellent problem-solving skills • Travel to client locations as approximately 15–20 percent • Familiarity with development methodologies and technologies including JavaScript, jQuery, Java, JSP, HTML, HTML5, XHTML, CSS, REST, XML, J2EE Application Services, Database Technologies, LDAP Server Technology, and OSGI Framework • Tagging and implementation familiarity or experience • Analysis principles and interpretation experience • Understanding of marketing software and domain principles • Familiarity with Adobe Analytics, Adobe Audience Manager, Adobe Target, and Adobe SAAS is a plus but not a hard requirement • Familiarity with Agile development methodologies, such as Scrum • Familiarity with SaaS UX and navigation • Understanding of performance tuning and optimization • Understanding of debugging coding languages • API-level knowledge of third-party applications is a plus • Comprehension or experience with a wide range of computer operating systems and software, emphasizing installation, troubleshooting, upgrading, integration, and client/server operations is desired

🏖️ Benefits

• Annual Incentive Plan (AIP) • Certain roles may be eligible for a new hire equity award • Comprehensive benefits programs • Equal Employment Opportunity employer • Accessibility accommodations during the recruiting process