Technical Account Manager

Responsibilities and duties:

• Be a central point of contact while ensuring high levels of customer satisfaction for your assigned customer accounts
• Maintain regular communication with both the external and internal teams, constantly handling customer expectations
• Engage with Director and VP-Level executives to translate business needs into technical and operational plans
• Work hands-on with Adobe Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and the rest of the
• Consulting practice to address issues, questions, and requests
• Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning
• Analyze and present impactful data and insight to leadership
• Demonstrate knowledge of your customers' environments to assist Adobe service teams in better serving your customers
• Serve as a first point of critical issues for customer concerns relating to technical issues and coordinate and drive resolutions with Adobe services, sales, and
• product teams
• Ensure timely response and resolution to technical and product outstanding items
• Assess and document customers' technical environment to reveal ongoing insight and improvement opportunities
• Make recommendations on how new and existing features fit within customers' environments, supplying standard methodologies and guidance
• Participate in customer-requested meetings and quarterly business reviews (on-site and remotely)
• Participate in project-based, consultant-led architectural and design discussions to ensure solutions are optimal for the customer(s)
• Provide proactive status updates to required parties
• Host periodic checkpoint and status calls with customer and internal partners
• Identify enablement goals and plans
• Continually develop both technical and soft skills individually and assist in mentoring immediate team members as needed

Requirements:

• Bachelor's Degree in related field of the technical industry or equivalent experience
• At least five years of full-time experience in consultative, customer-facing support and/or related role in marketing technology
• Exceptional CX focus and abilities
• Track record of delivering value, driving conversations, and not waiting to be asked by the customer but bringing opportunities to your customers proactively - proactivity is key to success
• Proven ability to adapt to new technologies and learn quickly
• Demonstrated presentation skills, including confidence and comfort on camera on calls and in front of audiences both small and large
• Professional demeanor, ability to collaborate with and lead diverse teams throughout Adobe, and communicating with client managers, directors, and VPs
• including CMOs and CXOs.
• Excellent, advanced written and verbal communication skills
• Strong conflict resolution and negotiation skills
• Sense of urgency in driving closure around blocking issues and open technical issues
• Strong personal organization skills, as well as prioritization and time management skills
• Ability to manage multiple, complex, high-priority tasks and situations across multiple accounts
• Excellent problem-solving skills, with a demonstrated ability to identify issues, solve them quickly and thoroughly, using peers and internal resources as applicable
• Travel to client locations as (approximately 15-20 percent)
• Familiarity, awareness, or strong working knowledge of development methodologies and technologies.
• Tagging and implementation familiarity or experience
• Analysis principles and interpretation experience
• Understanding of and experience with marketing software and domain principles
• Experience and familiarity with at least one of the following Adobe solutions (not a hard requirement but strongly desired): Adobe Analytics, Adobe Audience

For a further discussion or to find out more, contact Itishree Mohanty on (909) 867-0569 or apply now.