Technical Account Manager

Job 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!

As large enterprises invest in Adobe, we need the strategic and high-powered technical and business talent to help our largest customers navigate their operational needs across the Adobe Experience Cloud solutions to achieve their business goal. 

As a Technical Account Manager (TAM) for Adobe Experience Cloud, you will create, develop, and maintain one-on-one relationships with our top-tier customers to drive the customer success. You will produce and deliver a prescribed set of technical services specifically designed to help them maintain operational health, while adopting new Adobe Experience Cloud solutions and functionality to maximize their investment. 

You must possess customer-facing and communication skills that enable you to represent Adobe best within a customer’s environment, driving discussions with multiple roles from developers and analysts to management and senior leadership — including within Adobe — regarding tasks, projects, cases, best practices, and prioritization. You should also have proficiency to think strategically about business, product, and technical challenges as you help our customers realize the investment, efficiencies, advantages, and innovation available in the Adobe Experience Cloud.

Job Description 

• Serve as a first point of escalation for customer concerns relating to technical issues and coordinate, manage, and drive escalations 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 best practices and guidance 
• Participate in customer-requested meetings and quarterly business reviews (onsite 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 review meeting with customer and internal stakeholders 
• Identify enablement goals and plans 
• Continually develop both technical and soft skills individually and assist in mentoring immediate team members as needed 

Responsibilities

• Serve as a central point of contact while ensuring high levels of customer satisfaction for your assigned customer accounts
• Build service delivery plan (include in Mutual Action Plan) to maximize the product value and help the customer to achieve the business objectives.
• Maintain regular communication with both the customer and internal teams, constantly managing 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 operational reviews to customer leadership
• Leverage knowledge of your customers’ environments to assist Adobe service teams in better

Qualifications

Required Skills or Experiences 

• Demonstrated ability to adapt to new technologies and learn quickly.
• Excellent problem-solving skills in a complex/tough situation, with a demonstrated ability to identify issues, solve them quickly and thoroughly, leveraging peers and internal resources as applicable 
• Ability to manage multiple, complex, high-priority tasks and situations across multiple accounts in parallel. 
• Professional demeanor, ability to interact with and lead diverse teams throughout Adobe, and communicating with client managers, directors, and VPs including CMOs and CXOs.
• At least five years of full-time experience in consultative, project manager and/or related role in the technical industry.
• Delivery planning skills based on customer situation, needs and our capabilities. 
• Project management experience in managing 5-10 members.
• TOEIC : 800+ : Strong English communication skill for verbal communication with internal people
• Fluent Japanese to communicate with Japanese customer and internal stakeholders. 
• Conducting visits to the Tokyo office and clients several times a week and as needed. 

Preferred Skills or Experiences 

• Experienced in CMS products.
• Strong working knowledge of development methodologies and technologies in one or more than of the following:
• Java, JSP
• HTML, HTML5, XHTML, PHP, CSS
• JavaScript, jQuery
• Cloud service - AWS, Azure etc.
• XML, JSON
• CDN
• REST, GraphQL
• Databases, SQL
• CI/CD - Jenkins, GitLab etc.
• Understanding of Agile development methodologies, such as, Scrum
• Understanding of networking, server OS such as Linux and Windows
• Understanding of ITIL framework 

About the Company

Adobe Design creates tools that amplify the world’s ability to create and communicate. We’re a global team of designers, researchers, prototypers, content strategists, program managers, and more who work across Adobe’s three product lines: Creative Cloud, Document Cloud, and Experience Cloud.

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 Adobe.com 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 accommodations@adobe.com or call (408) 536-3015.

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.