- Develop engaging relationships across the customer's organization
- Tactfully, confidently and professionally communicate with others at all levels, especially in complex, emotionally charged situations, bringing people together with the common goal of meeting objectives, resolving issues, meeting project timelines and accelerating success
- With a deep understanding of each customer's technical and business strategies, objectives, requirements, priorities, and how Adobe products are implemented in their environment, identify needs and propose solutions that will accelerate their success
- Skillfully navigate customers through the implementation and utilization of Adobe's AI and generative AI technologies by remaining up-to-date and informed on the latest company and industry trends
- Assess customer health, technical risks and opportunities, and build/implement mitigation plans
- Anticipate problems and proactively work with customers to avoid or lessen impact
- Appropriately contribute to and take charge of meetings, calls and other discussions to convey ownership, assertiveness, prioritization, organization, direction and progress
- Own customer status calls and reporting, and provide regular knowledge transfer sessions and service reviews with customer and partners
- Think strategically about business, product, and technical challenges as you help our customers realize their business objectives pertaining to our software
- Advise customers on upcoming releases and possible impact, and guide through sophisticated environment changes
- Help customers overcome significant issues that arise (lead technical escalations and critical issues), succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer
- Make and meet all commitments, building trust with customers and co-workers
- Collect common questions, techniques, and standard methodologies in daily workflow, sharing that information by regularly crafting and improving knowledgebase content
- Drive innovation, influence roadmap, and improve process across the Adobe ecosystem
- Consistently and regularly update customer and account information, keeping it current
- Accountable for all actions, and thoughtfully reinforces accountability across all Adobe employees and teams in delivering to operating and service level targets
- Expertly and tactfully guides/mentors/coaches team members on proper process and methods that ensure customer service excellence
- Work generally during the customers' core business hours, with occasional extended or on-call hours as needed
- Travel when permitted to customer sites (approximately 5-10%)
- Bachelor's Degree in related subject area of the technical industry. Equivalent experience will be considered
- 5+ years of full-time experience in technical account management, consultative technical customer support and/or related role in technology space
- Extensive experience working in complex enterprise IT environments in consulting, support, account management or development roles
- Executive presence and finesse in all communications, with strong conflict-resolution skills
- Proven successful customer-facing skills that include developing and presenting effective presentations and leading high-profile customer calls and meetings
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Technical Account Manager - Lehi, United States - Adobe
Description
JOB LEVEL
P30ADDITIONAL JOB LEVELS
P40-
EMPLOYEE ROLE
Individual ContributorThe Technical Account Manager (TAM) is within our Digital Media support delivery team providing services to customers who have purchased an Elite Adobe Support Plan. The TAM is assigned to one or more of our largest and most strategic customers. The TAM demonstrates a balance of deep and broad technical abilities along with outstanding customer service and account management skills. As the primary post-implementation technical contact for the customer, they are their Adobe customer services advocate, drive their technical success, and they focus on providing proactive services that improve customer operational health with Adobe solutions.What you'll Do
What you need to succeed
At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).
In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.
Internal Opportunities
Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We're glad that you're pursuing a new opportunity at Adobe
Put your best foot forward:
1. Update your Resume/CV and Workday profile – don't forget to include your uniquely 'Adobe' experiences and volunteer work.
2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you're interested in.
3. Check out these tips to help you prep for interviews.
4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll.
Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.
At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. 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. 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 and explore the meaningful benefits we offer.
Adobe is an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.
If you have a disability or special need that requires accommodation to navigate our internal careers site or to complete the application process, please contact
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