Manager, Technical Account Management

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!

At Adobe, we're changing the world. How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. Adobe is behind the elegantly content that streams across your laptop, TV, phone, and tablet every day-and we're the ones who harness data to help companies move from data to insight and insight to action by delivering relevant content.

Ultimate Success is Adobe's Digital Experience offering contributing to the success of our largest customers by wrapping Support Delivery and Technical Account Management around the customer. As a Manager for Technical Account Management your goal is to lead, coach, develop, and mentor a team of Technical Account Managers.

Technical Account Managers (TAMs) build, develop, and maintain one-on-one relationships with our Ultimate Success customers. TAMs produce and deliver a prescribed set of technical services specifically designed to help Customers maintain operational health, while adopting new solutions and functionality to fully realize their investment.

You will have successfully led a software and/or SaaS-based technical team in Professional Services, Support or Technical Account Management. You are a great communicator, have strong executive presence, perform well under pressure, have customer facing experience, managed a book of business, and are service and customer centric.

What you'll do

• Direct management responsibilities for all designated resources, team objectives, morale and culture
• Motivate the team to deliver exceptional customer experiences though discovery and understanding of customer needs
• Set quarterly individual goals and provide ongoing performance feedback as well as formal performance appraisals and practice radical candor
• Evaluate measurement criteria to uncover trends in organizational performance, including: customer happiness, operating efficiency, solution adoption and customer retention
• Advocate for your team to drive global visibility and collaborate across boundaries on process improvements, customer concerns, and local business objectives
• Give back to the practice through extra curricular activities outside of your immediate responsibilities
• Attract, hire and retain top talent
• Engage in support of key accounts and critical issue management
• Partner with the Customer Success and Sales leadership team to align Support efforts to drive customer retention and value realization

What you'll need to succeed

• Minimum of 5 years of people management experience in a fast-paced, enterprise level, critical software support, professional services or account management environment with a focus on building high performing teams
• Proven track record of ability to manage a complex book as well as mentor the team simultaneously
• Core skills/proficiencies include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Account Management, Problem Solving, Effective Communication, Critical Thinking, Business Insight, and Technical Curiosity
• Act as a role model to others: sets an example of integrity, ethical behavior and professionalism and demonstrate what good looks like by doing
• Direct experience managing customer concerns successfully with a positive outcome maintaining high CSAT
• Excellent organizational skills, ability to prioritize, create clarity, remove roadblocks, and drive projects
• Outstanding communications skills (presentation, written, and verbal) to interact with all levels of the internal and customer organization
• Ability to explain complex concepts to direct reports, peers, customers and senior leadership
• Excellent problem-solving skills and ability to navigate complicated situations in a professional manner
• Direct experience with Adobe Digital Experience solutions highly desired

More reasons why Adobe life is the good life

• Skip those standard performance reviews.
• Adobe cultivates great leaders throughout the organization.
• A place that understands that product innovation comes from people innovation.
• Those "best places to work" lists love us (in multiple countries, year after year).
• Put your mind at ease with our health and welfare benefits, industry-competitive salary, and a lot more.

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.

State-Specific Notices:

California:

Fair Chance Ordinances

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.

Colorado:

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Massachusetts:

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Adobe is proud to be an Equal Employment Opportunityemployer. 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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