Sr. Manager, Technical Account Management

Sr. Manager JD
Job Description
The Opportunity

Ultimate Success is Adobe’s Customer Experience Orchestration 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, Delivery, or Technical Account Management. You are a great communicator, have strong executive presence, perform well under pressure, have customer facing experience, have managed a book of business of $300M ARR or greater, are service and customer centric and have experience with Adobe Digital Experience solutions.

• →Direct management responsibilities for all designated resources, team objectives, morale, and culture
• →Motivate the team to deliver outstanding customer experience and value propositions
• →Set quarterly and yearly individual goals and provide ongoing performance feedback as well as formal performance appraisals and practice radical candor
• →Attract, hire, and retain top talent for each functional role.
• →Evaluate measurement criteria to determine trends in organizational performance, including customer satisfaction, 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
• →Engage in support of key accounts and critical issue management
• →Own one or more global programs for the Support leadership team
• →

  Partner with the Customer Success and Sales leadership team to align Support efforts to local sales and retention objectives
  
  What You’ll Need to Succeed

• →

  Minimum of 7-10 years of people management experience in a fast-paced, enterprise-level, critical software support, professional services, consulting, or account management environment

• →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, Problem Solving, Effective Communication, Critical Thinking, Business Insight, and Technical Curiosity
• →Act as a role model to others: set an example of integrity, ethical behavior, and professionalism
• →Strong organizational skills: capable of prioritizing, managing, multitasking, and completing projects across different functions
• →Executive level communication skills (presentation, written, and verbal) to interact with all levels of professional staff
• →Ability to explain complex concepts to direct reports, peers, customers and senior leadership simply and clearly in order to gain alignment and consensus with customers and partners
• →Excellent problem-solving skills and ability to navigate complicated situations in a professional manner
• →Excellent problem-solving skills and ability to navigate complicated situations in a professional manner
• →Direct experience with Adobe solutions focused on a capability or product suite e.g. content supply chain, personalization, customer journeys, customer data acquisition and profile stitching

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.

Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours. 

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.

Adobe is proud to be an Equal Employment Opportunity 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 protected characteristic. Learn more.

Adobe aims to make our Careers website and recruiting process 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 +1 408-536-3015. 

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:

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

Colorado:

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:

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.