What are the responsibilities and job description for the Technical Account Manager position at Adobe Systems Inc?
Our CompanyChanging the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!The OpportunityJoin Adobe as a Technical Account Manager 3 and improve the impact on our largest customers. This role is based in Austin, TX; Lehi, UT; NYC, NY Remote and offers an outstanding opportunity to work directly with Ultimate Success clients, enhancing their implementation and improving their investment in Adobe Experience Cloud solutions. Your expertise will drive magnificent operational health and the adoption of new functionalities, delivering world-class digital experiences.ResponsibilitiesBe a central point of contact while ensuring high levels of customer happiness for your assigned customer accountsMaintain regular communication with both external and internal teams, constantly managing customer expectationsEngage with Director and VP-Level executives to translate business needs into technical and operational plansWork 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 requestsProvide detailed reviews of service disruptions, metrics, and detailed prelaunch planningAnalyze and present impactful data and insights to leadershipDemonstrate knowledge of your customers’ environments to assist Adobe service teams in better serving your customersServe as a first point of contact for critical issues, coordinating and driving resolutions with Adobe services, sales, and product teamsEnsure timely response and resolution to technical and product outstanding itemsAssess and document customers’ technical environments to reveal ongoing insights and improvement opportunitiesOffer suggestions on how new and existing features align with customers' environments, providing standard methodologies and mentorship.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 efficient for the customer(s)Provide proactive status updates to required partiesHost periodic checkpoint and status calls with customer and internal partnersIdentify enablement goals and plansContinually develop both technical and soft skills individually and assist in mentoring immediate team members as neededRequirementsBachelor’s Degree in a related technical field or equivalent experienceAt least five years of full-time experience in a consultative, customer support, and / or related role in marketing technologyOutstanding CX focus and abilitiesDemonstrable ability to adapt to new technologies and learn quicklyValidated presentation skills, including confidence and comfort over the phone and in front of audiences both small and largeProfessional demeanor with the ability to collaborate with and lead diverse teams throughout Adobe, and connect with client managers, directors, and VPs including CMOs and CXOsExcellent written and verbal communication skillsStrong conflict resolution and negotiation skillsSense of urgency in driving closure around blocking issues and open technical issuesStrong organizational skills, as well as prioritization and time management skillsAbility to lead multiple, complex, high-priority tasks and situations across multiple accountsExcellent problem-solving skills, with a demonstrated ability to identify issues, solve them quickly and thoroughly, using peers and internal resources as applicableTravel to client locations as the need arises (approximately 15-20 percent)Familiarity, awareness, or strong working knowledge of development methodologies and technologies in one or more of the following : JavaScript, jQuery, Java, JSP; HTML, HTML5, XHTML, CSS; REST, XML, J2EE Application Services, Database Technologies, LDAP Server Technology, OSGI FrameworkTagging and implementation familiarity or experienceAnalysis principles and interpretation experienceUnderstanding of and experience with marketing software and domain principlesExperience and familiarity with the following Adobe Experience Cloud solutions (a plus but not a hard requirement) : Adobe Experience Platform (CJA, AJO, CDP) Adobe Analytics, Adobe Audience Manager, Adobe Target, Adobe CampaignFamiliarity with Agile development methodologies, such as ScrumFamiliarity with SaaS UX and navigationUnderstanding of performance tuning and optimizationUnderstanding or experience in debugging coding languagesAPI-level knowledge of third-party applications is a plusComprehension or experience in a wide range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration, and client / server operations is desiredOur 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 $91,500 $169,500 annually. Pay within 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.Adobe is proud to be anEqual Employment Opportunityand affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law.Learn more.Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, emailaccommodations@adobe.comor call (408) 536-3015.Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.SummaryLocation : Austin; Denver; AtlantaType : Full time
Salary : $91,500 - $169,500
