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    Technical Account Manager - Austin, United States - Adobe

    Adobe
    Adobe Austin, United States

    3 weeks ago

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    Description
    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 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

    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%)

    What you need to succeed

    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

    Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this positionis $93,200 $162,800 annually. Paywithin this range varies by work locationand may also depend on job-related knowledge, skills,and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.


    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.

    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.

    Adobe aims to make accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email or call


    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.

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