Technical Account Manager at Adobe in Waltham, MA

Technical Account Manager Location: Waltham The Opportunity As large enterprises invest in Adobe, we are looking for strategic and high-powered technical talent to help our largest customers navigate their operational needs across the Adobe Experience Cloud solutions. Our Technical Account Managers (TAM) build, develop, and maintain key one-on-one relationships with our most valued customers who have invested in the Ultimate Success program. They produce and deliver a prescribed set of technical services and guidance specifically designed to enable customers to maintain top operational health, while adopting new solutions and functionality and drive value realization to fully realize their investment in Adobe technology. As an ideal candidate you have previous customer-facing experience and excellent communication skills that enable you to expertly represent Adobe within a customer’s environment. You will be able to demonstrate a proven track record showcasing your ability to think strategically about people, process, and technology challenges. As a TAM you actively look for opportunities to help customers succeed by driving efficiencies, demonstrating the Adobe advantage, and drive innovation through the powerful Adobe suite of products. TAMs are responsible for direct account management and driving technical and strategic discussions regarding tasks, projects, cases, standard methodologies, and prioritization with multiple customer personas from developers and analysts, to management and senior leadership. In addition to the above set of functions, key elements of the role include serving as a primary, technical go-to person for multiple customers as you establish business and operational understanding of their environment. Hands-on, confident technical expertise is required to work through challenges and events, and oversee day-to-day operational needs. You will field technical questions, handle customer issues, and influence partners to improve your customers’ health. The overarching goal is to ensure that you understand your customers’ technical and business requirements, and are in a position to anticipate and avoid issues, identify and mitigate risk, and create a successful partnership with Adobe all the while driving adoption and demonstrating value. Responsibilities Be a central point of contact while ensuring high levels of customer satisfaction for your assigned customer accounts Maintain regular communication with both the external and internal teams, constantly handling customer expectations Engage with Director and VP-Level executives to translate business needs into technical and operational plans Work 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 requests Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning Analyze and present impactful data and insight to leadership Demonstrate knowledge of your customers’ environments to assist Adobe service teams in better serving your customers Serve as a first point of critical issues for customer concerns relating to technical issues and coordinate and drive resolutions with Adobe services, sales, and product teams Ensure timely response and resolution to technical and product outstanding items Assess and document customers’ technical environment to reveal ongoing insight and improvement opportunities Make recommendations on how new and existing features fit within customers’ environments, supplying standard methodologies and guidance 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 optimal for the customer(s) Provide proactive status updates to required parties Host periodic checkpoint and status calls with customer and internal partners Identify enablement goals and plans Continually develop both technical and soft skills individually and assist in mentoring immediate team members as needed Requirements Bachelor’s Degree in related field of the technical industry or equivalent experience At least five years of full-time experience in consultative, customer-facing support and/or related role in marketing technology Exceptional CX focus and abilities Track record of delivering value, driving conversations, and not waiting to be asked by the customer but bringing opportunities to your customers proactively - proactivity is key to success Proven ability to adapt to new technologies and learn quickly Demonstrated presentation skills, including confidence and comfort on camera on calls and in front of audiences both small and large Professional demeanor, ability to collaborate with and lead diverse teams throughout Adobe, and communicating with client managers, directors, and VPs including CMOs and CXOs. Excellent, advanced written and verbal communication skills Strong conflict resolution and negotiation skills Sense of urgency in driving closure around blocking issues and open technical issues Strong personal organization skills, as well as prioritization and time management skills Ability to manage multiple, complex, high-priority tasks and situations across multiple accounts Excellent problem-solving skills, with a demonstrated ability to identify issues, solve them quickly and thoroughly, using peers and internal resources as applicable Travel to client locations as (approximately 15-20 percent) Familiarity, awareness, or strong working knowledge of development methodologies and technologies. Tagging and implementation familiarity or experience Analysis principles and interpretation experience Understanding of and experience with marketing software and domain principles Experience and familiarity with at least one of the following Adobe solutions (not a hard requirement but strongly desired): Adobe Analytics, Adobe Audience Manager, Adobe Experience Manager, Adobe Campaign, Adobe Journey Optimizer, Adobe Customer Journey Analytics, Adobe Target, Adobe Experience Platform, Adobe Realtime Customer Data Platform, etc. Familiarity with Agile development methodologies, such as, Scrum Familiarity with SaaS UX and navigation Understanding of performance tuning and optimization Understanding and experience in debugging coding languages is a plus API-level knowledge of third-party applications is preferred Comprehension or experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired About Adobe Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity. Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours. Let’s Adobe together At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create. Adobe 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 protected characteristic. Learn more. Adobe aims to make our Careers website and recruiting process 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 +1 408-536-3015. AI Use Guidelines for Interviews: Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process. At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience. Expected Pay Range: Our 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 $95,900 -- $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. In Massachusetts, the pay range for this position is $100,800 - $145,950 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. State-Specific Notices: California: Fair Chance Ordinances Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances. Colorado: Application Window Notice If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs. Massachusetts: Massachusetts Legal Notice It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.