Senior Technical Account Manager

This is a fully remote position, open to applicants in United States, +5 more locations.

📋 Description

• Act as the primary liaison to ensure exceptional customer satisfaction for designated accounts.

• Maintain consistent communication with both external and internal teams while managing customer expectations.

• Engage with executives at the Director and VP levels to convert business requirements into technical and operational strategies.

• Collaborate with teams including Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and Consulting.

• Provide comprehensive reviews of service interruptions, metrics, and pre-launch preparations.

• Analyze and deliver significant data and insights to leadership.

• Exhibit understanding of customer environments to assist Adobe service teams in better supporting clients.

• Function as the initial point of contact for critical technical issues and coordinate resolutions with Adobe services, sales, and product teams.

• Ensure prompt response and resolution of outstanding technical and product issues.

• Evaluate and document customers’ technical setups to uncover insights and improvement opportunities.

• Suggest how new and existing features can be integrated within customer environments, providing methodologies and guidance.

• Attend customer-requested meetings and quarterly business reviews, both in person and virtually.

• Engage in consultant-led architectural and design discussions.

• Provide proactive updates on status.

• Conduct regular checkpoint and status calls with customers and internal partners.

• Identify enablement objectives and plans.

• Continuously enhance technical and interpersonal skills and mentor team members as necessary.

⛳️ Requirements

• Bachelor’s Degree in a relevant field in the technical industry or equivalent experience.

• Minimum of five years of full-time experience in consultative customer support and/or a related role in marketing technology.

• Outstanding customer experience focus and capabilities.

• Proven ability to adapt to new technologies and learn swiftly.

• Excellent presentation skills, demonstrating confidence and comfort when communicating over the phone and in front of both small and large audiences.

• Professional demeanor with the capability to collaborate with and lead teams across Adobe.

• Superior written and verbal communication skills.

• Strong conflict resolution and negotiation abilities.

• Exceptional personal organization, prioritization, and time management skills.

• Capability to handle multiple complex, high-priority tasks and situations across various accounts.

• Excellent problem-solving capabilities.

• Willingness to travel to client sites approximately 15–20 percent of the time.

• Familiarity with development methodologies and technologies such as JavaScript, jQuery, Java, JSP, HTML, HTML5, XHTML, CSS, REST, XML, J2EE Application Services, Database Technologies, LDAP Server Technology, and OSGI Framework.

• Experience or familiarity with tagging and implementation.

• Background in analysis principles and interpretation.

• Understanding of marketing software and domain principles.

• Knowledge of Adobe Analytics, Adobe Audience Manager, Adobe Target, and Adobe SAAS is a bonus but not mandatory.

• Familiarity with Agile development methodologies, including Scrum.

• Understanding of SaaS UX and navigation.

• Knowledge of performance tuning and optimization strategies.

• Understanding of debugging coding languages.

• API-level knowledge of third-party applications is an advantage.

• Familiarity or experience with a diverse range of computer operating systems and software, focusing on installation, troubleshooting, upgrades, integration, and client/server operations is preferred.

🏝️ Benefits

• Annual Incentive Plan (AIP).

• Certain positions may qualify for a new hire equity award.

• Comprehensive benefits programs.

• Equal Employment Opportunity employer.

• Accessibility accommodations provided during the recruitment process.