Technical Account Manager

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 Technical Account Manager (TAM) is within our Digital Media support delivery team providing services to customers who have purchased an Elite Adobe Support Plan. The TAM is assigned to one or more of our largest and most strategic customers. The TAM demonstrates a balance of deep and broad technical abilities along with outstanding customer service and account management skills. As the primary post-implementation technical contact for the customer, they are their Adobe customer services advocate, drive their technical success, and they focus on providing proactive services that improve customer operational health with Adobe solutions.What you'll Do Develop engaging relationships across the customer's organizationTactfully, 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 successWith 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 successSkillfully 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 trendsAssess customer health, technical risks and opportunities, and build/implement mitigation plansAnticipate problems and proactively work with customers to avoid or lessen impactAppropriately contribute to and take charge of meetings, calls and other discussions to convey ownership, assertiveness, prioritization, organization, direction and progressOwn customer status calls and reporting, and provide regular knowledge transfer sessions and service reviews with customer and partnersThink strategically about business, product, and technical challenges as you help our customers realize their business objectives pertaining to our softwareAdvise customers on upcoming releases and possible impact, and guide through sophisticated environment changesHelp 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 customerMake and meet all commitments, building trust with customers and co-workersCollect common questions, techniques, and standard methodologies in daily workflow, sharing that information by regularly crafting and improving knowledgebase contentDrive innovation, influence roadmap, and improve process across the Adobe ecosystemConsistently and regularly update customer and account information, keeping it currentAccountable for all actions, and thoughtfully reinforces accountability across all Adobe employees and teams in delivering to operating and service level targetsExpertly and tactfully guides/mentors/coaches team members on proper process and methods that ensure customer service excellenceWork generally during the customers’ core business hours, with occasional extended or on-call hours as neededTravel 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 considered5+ years of full-time experience in technical account management, consultative technical customer support and/or related role in technology spaceExtensive experience working in complex enterprise IT environments in consulting, support, account management or development rolesExecutive presence and finesse in all communications, with strong conflict-resolution skillsProven successful customer-facing skills that include developing and presenting effective presentations and leading high-profile customer calls and meetingsOur 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. 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 an Equal Employment Opportunity and 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, email accommodations@adobe.com or 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.