Senior Technical Account Manager

Our Company
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 Opportunity

As large enterprises invest in Adobe, we are in need of 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 one-on-one relationships with our outstanding customers. They produce and deliver a prescribed set of technical services specifically crafted to help them maintain operational health, while adopting new solutions and functionality to increase their value-realisation.
 
A person in this role possesses customer-facing and interpersonal skills that enables you to represent Adobe best within a customer’s ecosystem, driving discussions with multiple personas from developers and analysts to management and senior leadership — including within Adobe — regarding tasks, projects, cases, standard methodologies, and prioritization. One should also have the proficiency to think strategically about people, process, and technology challenges as they help our customers realize the investment, efficiencies, advantages, and innovation available in Adobe solutions.
 
The overarching goal is to ensure you understand your customers’ technical and business requirements, deliver pro-active and preventative services to anticipate and avoid issues, identify and mitigate risk, and build a successful trusted partnership with Adobe.

What You'll Do

• Be a central point of contact while ensuring high levels of customer satisfaction.
• Maintain regular communication with external and internal teams, managing expectations.
• Engage with Director and VP-Level executives to translate business needs into technical and operational plans.
• Coordinate and drive efforts to optimise product performance and customer adoption.
• Lead and guide customer through sophisticated environment changes and upgrades.
• Supervise the management of technical critical issues and escalations.
• Share proactive notifications and recommendations of upcoming releases and possible impact.
• Lead customer check-ins and participate in quarterly business reviews
• Deliver proactive status updates, deliverables and best practices.
• Continually develop both technical and soft skills individually.

What you need to succeed

• Bachelor’s Degree in related field of the technical industry or equivalent experience.
• At least ten years of full-time experience in consultative, development, customer support and/or related role in marketing technology.
• Very strong written and verbal communication skills in English a must, and Arabic language would be advantageous.
• Proven presentation skills, and experience organising and leading high-profile customer calls and meetings.
• Demonstrable ability to adapt to new technologies and learn quickly.
• Customer-facing experience in enterprise projects, and in one or more of the following: Java, JavaScript, JQuery, CSS, REST, XML, Database, web-server, LDAP technologies.
• Competency in Analytical Problem Solving, Building Relationships, Confidence, Cross-Functional Collaboration, Impact and Influence, Interpersonal Awareness, Project Management, Thought Leadership, Product & Technology Expertise, Value Selling.
• Experience and familiarity with the following Adobe solutions (a plus but not a hard requirement): Analytics, Audience Manager, Campaign, Commerce, Experience Manager, Experience Platform, Marketo, Target, Workfront.

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.
 

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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.