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) role at Adobe provides a valuable opportunity to work with some of our largest and most strategic customers. As a TAM, you will play a crucial role in delivering personalized and beneficial services to clients who have purchased an Elite Adobe Support Plan. This role combines deep technical expertise with outstanding customer service and account management skills, guaranteeing our customers' technical success and operational health with Adobe solutions.What you'll DoDevelop engaging relationships across the customer's organizationUnderstand each customer’s technical and business strategies, objectives, requirements, priorities, and how Adobe products are implemented in their environmentIdentify needs and propose solutions that will accelerate customer successAssess customer health, technical risks, and opportunities; build and implement mitigation plansDrive value proposition and paid support proposal activities during the pre-sales phase in close partnership with local Sales and Customer Success teamsCommunicate confidently and professionally with others at all levels, especially in complex situations, to meet objectives, resolve issues, and meet project timelinesAnticipate problems and proactively work with customers to avoid or lessen impactContribute to and lead meetings, calls, and discussions with ownership, assertiveness, and organizationOwn customer status calls and reporting; provide regular knowledge transfer sessions and service reviewsThink strategically about business, product, and technical challenges to help customers realize their business objectives with our softwareAdvise customers on upcoming releases and potential impacts; guide through complex environment changesLead partner concerns and critical issues, helping customers overcome significant challenges, expand product usage, and become committed, long-term referencesBuild trust through dedication and reliabilityShare common questions, techniques, and standard methodologies through regular crafting and improving of knowledgebase contentDrive innovation, influence the roadmap, and improve processes across the Adobe ecosystemKeep customer and account information currentEnsure accountability across all Adobe teams in delivering to operating and service level targetsMentor team members on accurate processes and methods to ensure customer service excellenceWork generally during customer core business hours, with occasional extended or on-call hours as neededTravel to customer sites approximately 5-10% of the timeWhat you need to succeedNative in Japanese and proficient in business EnglishBachelor’s Degree in a related technical field or equivalent experience5+ years of full-time experience in technical account management, consultative technical customer support, or a related role in the technology spaceExtensive experience in complex enterprise IT environments in consulting, support, account management, or development rolesProven track record of leading paid support service proposals or solution offerings in pre-sales or consultative settings, contributing to service revenue growthSuccessful customer-facing skills, including developing and presenting effective presentations and leading high-profile customer calls and meetingsExecutive presence and finesse in all communications, with strong conflict-resolution skillsAdobe is proud to be an Equal Employment Opportunity 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.