Technical Account Manager

| Austin

The Opportunity

As large enterprises invest in Adobe, we are in need of strategic and high-powered technical talent to help our largest customers navigate their operational needs across the Adobe Experience Cloud solutions.

Our Technical Account Managers (TAM) build, develop, and maintain one-on-one relationships with our top-tier customers. They produce and deliver a prescribed set of technical services specifically designed to help them maintain operational health, while adopting new solutions and functionality to maximize their investment.

A person in this role must possess customer-facing and communication skills that enable you to represent Adobe best within a customer’s environment, driving discussions with multiple personas from developers and analysts to management and senior leadership — including within Adobe — regarding tasks, projects, cases, standard methodologies, and prioritization. One should also have proficiency to think strategically about people, process, and technology challenges as they help our customers realize the investment, efficiencies, advantages, and innovation available in the Adobe Experience Cloud.

In addition to the above set of functions, key elements of the role include serving as a primary, technical go-to person for multiple customers as you establish business and operational understanding of their environment. Hands-on, confident technical expertise is required to work through challenges and events, and oversee day-to-day operational needs. You will field technical questions, handle customer issues, and influence partners to improve your customers’ health. The overarching goal is to ensure that you understand your customers’ technical and business requirements, and are in a position to anticipate and avoid issues; identify and mitigate risk; and contribute to a successful partnership with Adobe.

Responsibilities
  • 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, TechOps, 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 actionable 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
Requirements
  • Bachelor’s Degree in related discipline 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
  • Proven ability adapt to new technologies and learn quickly
  • Demonstrated presentation skills, including confidence and comfort over the phone 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 VPs including CMOs and CXOs.
  • Excellent, advanced written and verbal communication skills
  • Strong conflict resolution and negotiation skills
  • Sense of urgency in driving closure around escalations 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, leveraging 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 in one or more than of the following: JavaScript, jQuery, Java, JSP; HTML, HTML5, XHTML, CSS; REST, XML, J2EE Application Services, Database Technologies, LDAP Server Technology, OSGI Framework
  • 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 the following Adobe Experience Cloud solutions (a plus but not a hard requirement): Adobe Analytics, Adobe Audience Manager, Adobe Experience Manager, Adobe Campaign, Adobe Media Optimizer, Adobe Social, Adobe Target
  • Familiarity with Agile development methodologies, such as, Scrum
  • Familiarity with SaaS UX and navigation
  • Understanding of performance tuning and optimization
  • Understanding or experience in debugging coding languages
  • API-level knowledge of third-party applications is a plus
  • 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

At Adobe, our people are immersed in an outstanding work environment that is recognized throughout the world on Best Companies lists! You will also be surrounded by colleagues who are committed to helping each other grow through our outstanding Check-In approach where ongoing feedback flows freely.

Want to make an impact? Adobe's the place for you! Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.

If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

Read Full Job Description

Technology we use

  • Engineering
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Location

Situated in a beautiful, park-like setting and serving as the premier spot for shopping and dining, The Domain area offers the best of both worlds.

An Insider's view of Adobe

What are some social events your company does?

We take pride in our culture, and we have a variety of active employee organizations built into the fabric of our site. I personally lead the AdobeProud group for the Austin site, which is the local chapter of our global LGBTQ+ organization. We ensure there are chances all through the year to celebrate Pride, connect, and have fun.

Carissa

Sr Engineering Program Manager

What's the biggest problem your team is solving?

We are working on a greenfield project that is pushing each of us to learn numerous new systems and technologies Whether it's a new Cloud product, CI/CD system or Testing Framework, we tackle them head-on. Thankfully we have a team of brilliant people working together to build something amazing!

John

Software Developer Engineer in Test

How does the company support your career growth?

My Adobe journey began with little experience and lots of drive. I was recruited through the Adobe Digital University Program, and I attribute my success to being placed on inclusive teams where each member offered mentorship. Being supported has allowed my work product to exceed expectations and has been instrumental in my overall career growth.

Ursula Cedillo-Johnson

Customer Engineering Program Manager

What unique initiatives do you have that encourage innovation?

The unlimited access to Adobe's expansive suite of products, not restricted by role or level, is a key driver in employee creativity and innovation.

Salma Arabie

Talent Scout, Commerce

What are Adobe Perks + Benefits

Adobe Benefits Overview

Your happiness inside and outside our walls matters to us. That's why we offer comprehensive benefit plans that make your life easier.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company's diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
We provide up to 16 weeks of parental leave for primary and non-primary caregivers.
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Sabbatical
Employees with five years at Adobe under their belt can take a four-week sabbatical. Ten-year veterans get a five-week sabbatical. And every five years after accrues a six-week sabbatical.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Adobe offers employees professional development opportunities like annual individual budget for training, on-site training courses, and the ability to attend job related conferences and seminars.
Tuition Reimbursement
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

The Austin office even offers free breakfast every Wednesday - and who doesn't love breakfast tacos? Also, we cover access to some of Austin's nearby gyms and workout studios!

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