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. 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.
In addition to the above set of functions, key elements of the role include serving as a primary, technical point of contact for one or more 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, manage escalations, and influence stake holders 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 contribute to a successful partnership with Adobe.
Position is based in Colombia.
Serve as a central point of contact while ensuring high levels of customer satisfaction for your assigned customer accounts
Maintain regular communication with both the customer and internal teams, constantly managing 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 operational reviews to customer leadership
Leverage knowledge of your customers’ environments to assist Adobe service teams in better serving your customers
Serve 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 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 best practices and guidance
Participate 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 parties
Host periodic checkpoint and status calls with customer and internal stakeholders
Identify enablement goals and plans
Continually develop both technical and soft skills individually and assist in mentoring immediate team members as needed
Skills and Experience
Bachelor’s Degree in related discipline of the technical industry or equivalent experience
At least five years of full-time experience in a consultative, professional service, customer support and / or related role in the technical industry
Demonstrated ability to adapt to new technologies and learn quickly
Proven presentation skills, including confidence and comfort over the phone and in front of audiences both small and large
Professional demeanor, ability to interact 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 escalations 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, leveraging peers and internal resources as applicable
Strong working knowledge of development methodologies and technologies in one or more than of the following :
Tagging and implementation experience
Analysis principles and interpretation experience
Understanding of marketing software and domain principles
Experience and familiarity with the following Adobe Experience Cloud solutions (a plus but not a hard requirement) :
Adobe Analytics, Adobe Audience Manager, Adobe Target, Adobe Campaign, Adobe Experience Manager, Adobe Media Optimizer, Adobe Social
Familiarity with Agile development methodologies, such as, Scrum
Familiarity with SaaS UX and navigation
Understanding of performance tuning and optimization
Experience in debugging coding languages
API-level knowledge of third-party applications is a plus
Experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client / server operations is desired
At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists.
You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.
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Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.