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! Adobe is a place where exceptional people work – don’t just take our word for it, our employees have recently voted us and Adobe Japan has been ranked 6th, for Great Place to Work.We’re proud to offer market competitive employee benefits designed to suit you and your lifestyle. Some of the great benefits include health insurance, global days off, wellness fund, parental leave, access to our Employee Stock Purchase Program and programs designed to help you continue to build your career. To learn more, please visit https://benefits.adobe.com/jpWe also proudly empower our employees to get involved with corporate social responsibility and offer a broad range of opportunities to enable you to make a bigger impact through philanthropy, employee, and community engagement. We know that people are the differentiator in our business, and that's why we want to meet you! A bit more about youAs large enterprises invest in Adobe, we need the strategic and high-powered technical and business talent to help our largest customers navigate their operational needs across the Adobe Experience Cloud solutions to achieve their business goal.As a Technical Account Manager (TAM) for Adobe Experience Cloud, you will create, develop, and maintain one-on-one relationships with our top-tier customers to drive the customer success. You will produce and deliver a prescribed set of technical services specifically designed to help them maintain operational health, while adopting new Adobe Experience Cloud solutions and functionality to maximize their investment.You must possess customer-facing and communication skills that enable you to represent Adobe best within a customer’s environment, driving discussions with multiple roles from developers and analysts to management and senior leadership — including within Adobe — regarding tasks, projects, cases, best practices, and prioritization. You should also have proficiency to think strategically about business, product, and technical challenges as you help our customers realize the investment, efficiencies, advantages, and innovation available in the Adobe Experience Cloud.ResponsibilitiesServe as a central point of contact while ensuring high levels of customer satisfaction for your assigned customer accountsBuild the service delivery plan(SDP) to maximize the product value and help the customer to achieve the business objectives.Maintain regular communication with both the customer 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, detailed prelaunch planningAnalyze and present operational reviews to customer leadershipLeverage knowledge of your customers’ environments to assist Adobe service teams in betterJob DescriptionServe as a first point of escalation for customer concerns relating to technical issues and coordinate, manage, and drive escalations with Adobe services, sales, and product teamsEnsure timely response and resolution to technical and product outstanding itemsAssess and document customers’ technical environment to reveal ongoing insight and improvement opportunitiesMake recommendations on how new and existing features fit within customers’ environments, supplying best practices and guidanceParticipate in customer-requested meetings and quarterly business reviews (onsite 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 partiesHost periodic checkpoint and status review meeting with customer and internal stakeholdersIdentify enablement goals and plansContinually develop both technical and soft skills individually and assist in mentoring immediate team members as neededWhat you'll haveRequired Skills or ExperiencesAt least five years of full-time experience in consultative, customer support and/or related role in the technical industry.Project management experiences in managing 5-10 members.Ability to manage multiple, complex, high-priority tasks and situations across multiple accounts in parallel.TOEIC : 800+ : Strong English communication skill for verbal communication with internal peopleProfessional demeanor, ability to interact with and lead diverse teams throughout Adobe, and communicating with client managers, directors, and VPs including CMOs and CXOs.Fluent in JapaneseDemonstrated ability to adapt to new technologies and learn quickly.Excellent problem-solving skills in a complex/tough situation, with a demonstrated ability to identify issues, solve them quickly and thoroughly, leveraging peers and internal resources as applicableUnderstanding of Agile development methodologies, such as, ScrumUnderstanding of networking, server OS such as Linux and WindowsUnderstanding of ITIL frameworkPreferred Skills or ExperiencesExperienced in CMS productsStrong working knowledge of development methodologies and technologies in one or more than of the following:JavaScript, jQueryHTML, HTML5, XHTML, CSSJava, JSPRESTXMLDatabases, SQLAdobe for AllAdobe strives to create an environment where our employees can do their best work and drive their career growth and development based on their personal goals. From fair-pay practices to Employee Networks and programs designed to make everyone feel included, we're committed to fostering a diverse and inclusive workplace for all.Take the plunge and jump inLike what you have read and keen to jump in? Think you might not have all the skills we are looking for? Just take the plunge and apply – we know that by bringing together a diverse group of people, we are so much better together. We'd love to see where we can help drive Creativity for All together. 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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