Technical Account Manager 3

Adobe Technical Account Manager

Changing 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 Role

The Technical Account Manager (TAM) provides delivery management of support issues, and proactive services passionate about improving customer IT operational health in assigned accounts. The value the TAM brings to the customer is successful operation, and hence realization of value, of Adobe products. The value for Adobe is increased customer happiness, reduced support costs, and awareness needed around product improvements.

We are looking for a technical candidate, with a strong development/consulting/support background and validated customer-facing, and relationship building skills. The TAM will deliver proactive services, advice and mentorship, and be the customer's technical advocate within Adobe.

This role will coordinate with the Account Management, support, consulting, Tech-Ops and engineering teams in Adobe, to ensure technical queries are addressed, in a timely manner, to meet project timelines and requirements. The TAM also needs a deep understanding of the products, and technologies involved, to help assigned accounts avoid issues, mitigate risks and lead through changes.

What You Need To Succeed

• Multi-year experience working in complex enterprise IT environments in consulting/support/account management/development roles

• Innovative thinking and thoughtful risk taking

• Excellent oral and written communication skills

• Ability to partner across the organization

• Customer focused approach and problem solving mindset

• Professional approach to all company/project related information to be kept confidential

• Experience working in a team environment, managing a diverse workload.

• Validated presentation skills, and experience organizing and running high-profile customer calls

• Ability to analyze enterprise software issues (Java, web-server, network, OS, DB/SQL)

• Customer-facing experience in enterprise projects.

Good conceptual understanding on one or more technologies in the following buckets:

• Object-oriented programming experience (Java), SQL, Javascript, AngularJS, JQuery, CSS, MongoDB, web-server technologies

• Web architecture and Topology

• Database Concepts and SQL Query language

• Working knowledge of different OS including WIN, LINUX

• Good understanding of OOPS/Networking concepts, SDLC and Agile frameworks

• Nice-to-have: Experience on any of the Adobe products: Adobe Audience Manager, Adobe Target, Adobe Campaign, Adobe Experience Manager, Adobe Analytics or other Experience Cloud solution

Responsibilities:

• Delivery of proactive services and preventive service.

• To provide dedicated support during important customer events while coordinating with internal stakeholders and ensure smooth functioning of client's environment to minimize the risk of interruption of service.

• Proactive Notifications of upcoming release and possible impact.

• Documentation of latest release updates, bug fixes, security fixes and tutorials for effective communication to Adobe's customers.

• Working cooperatively with Team members of other Adobe teams such as TAMs, Premier Support Teams, Engineering, Technical operations, and Deliverability.

• Work on Case Reviews and Service Reviews.

• Manages all communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets.

• Understanding of escalation handling procedures.

• Review of customer's environment to assess their technical readiness to achieve business and technical objectives.

• Identify gaps, risks and opportunities to provide recommendations, mitigation strategies and next steps.

• Participation in Business Intelligence processes including taking an active role in Knowledge base document creation.

• Responsible for ongoing knowledge and skills development and also for identifying developmental needs and addressing knowledge gaps.