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 Management (TAM) team builds, develops and maintains the technical relationship with our Ultimate and Elite customers. The TAMs deliver pro-active services designed to improve customer IT operational health in assigned accounts. The TAM Manager would manage a team of TAMs, and be responsible for people management, delivery and escalation management, customer acquisition and pipeline management.This position requires an experienced candidate, with a strong management background in consulting/support/account management roles and proven customer-facing, and relationship management skills. The TAM manager will directly manage a team of TAMs, including recruiting, on-boarding and ongoing development responsibilities. Furthermore the TAM manager will provide oversight on, and be accountable for, all of the customers assigned to his/her team. A large focus will also be placed on supporting the sales teams in positioning Premier Support to new customers, and securing renewals. The position will be based in London/Maidenhead. Fluent English essential.The position could require up to 50% travel to Adobe offices and customer sites.Responsibilities: Lead and nurture a strong TAM team with focus on growth, agility, and accountability for the customer experience.Drive consistent service delivery in the team to ensure appropriate level of technical ownership and guidance is provided to the customers.Recruiting and on-boarding for new team members, and development and growth for existing team.Performance reviews and ongoing feedback.Capacity and account assignment planning.Management oversight for all assigned customers, including collaboration and cooperation with wider teams to drive a better customer experience.Contributing with Ultimate sales specialist to position Ultimate Support with new customers, defining the transition path from Elite customer to Ultimate and deal support for the sales team. This includes driving the pipeline, identifying new opportunities, and maintaining a high rate of renewals success.Escalation management for assigned customers.Requirements:Multi-year experience working in complex enterprise IT environments in consulting/support/development roles.Experience in interviewing, coaching, and leading technical teams.Excellent written and verbal communication skills in English a must, another EU language would be beneficial.Highly proficient in communicating to customer contacts up to C-level, and influencing internal, and external audiences.Direct experience in implementation and management of enterprise level platforms and cloud solutions on a large scale.Competency in Analytical Problem Solving, Building Customer/Partner Relationships, Confidence, Cross-Boundary Collaboration, Impact and Influence, Interpersonal Awareness, Project Management, Strategic Insight, Product & Technology Expertise, Value Selling.Similar roles or positions in the industry:Technical Support Manager, TAM Manager, Premium Support Manager, Premium Services Manager, Technical Delivery Manager, Field Support Manager, Consulting Manager.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.
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