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

The TAM provides pro-active services designed to improve customer IT operational health in assigned accounts. The value the TAM brings to the customer is successful operation, fewer incidents, and hence enhanced realisation of value of Adobe Experience Cloud products. The value the TAM brings to Adobe is increased customer satisfaction, reduced support costs, and awareness needed around product improvements.

We are looking for a technical candidate, with a strong development/consulting/support background and proven customer-facing, and relationship management skills. The TAM will be the single point-of-contact for the customer’s technical questions and will help drive value from their investment in Adobe technologies. This role will then coordinate with the Account Management, support, consulting, TechOps and engineering teams in Adobe, to ensure the issues are resolved, in a timely manner, to meet the customer’s project time-lines and requirements. The TAM also needs a deep understanding of the products, and technologies involved, to be able to deliver pro-active and preventative services, at regular intervals, to help assigned accounts avoid issues, mitigate risks and manage changes

What you'll Do:

• Coordinating/driving efforts to optimise product performance and customer adoption

• Managing and guiding customer through complex environment changes & upgrades

• Customer status calls and reporting

• Onsite and production support ensuring application of Adobe good practices

• Overseeing the management of technical critical issues & escalations

• Regular support reviews & investigation of trends or common issues

• Pro-active notifications of upcoming releases and possible impact

• Delivery of pro-active and preventative deliverables and best practices

What you need to succeed:

• Multi-year experience working in complex enterprise IT environments in consulting/support/development roles
• Very strong written and verbal communication skills in English a must, another EU language would be beneficial
• Solid presentation skills, and experience organising and managing high-profile customer calls and meetings
• Customer-facing experience in enterprise projects, object-oriented programming experience (Java), SQL, Javascript, AngularJS, JQuery, CSS, MongoDB, web-server technologies
• Ability to fix complex enterprise issues (Java, web-server, network, OS, DB/SQL)
• Competency in Analytical Problem Solving, Building Customer/Partner Relationships, Confidence, Cross-Boundary Collaboration, Impact and Influence, Interpersonal Awareness, Project Management, Strategic Insight, Product & Technology Expertise, Value Selling.
• Nice-to-have: Apache Sling, JCR, CQ/AEM, CRM, Adobe Analytics or other Marketing Cloud solutions

As our many awards will tell you, at Adobe you’ll be immersed in an exceptional work environment that is recognized around the world. You’ll be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog, https://blog.adobe.com/en/topics/adobe-life and explore the fantastic benefits we offer at Rewards.adobe.com.

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.