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Technical Account Manager
3 months ago
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.
The Technical Account Manager (TAM) is part of the Digital Media support delivery team providing services to customers who have purchased an Elite Adobe Support Plan.
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 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 DoDevelop engaging relationships across the customer organization, confidently and professionally communicate with others at all levels, especially in complex, emotionally charged and escalated situations
Bring teams together with the common goal of meeting objectives, resolving issues, meeting project timelines and accelerating success
Identify needs and propose solutions that will accelerate customers success
Assess customer health, technical risks and opportunities, and build/execute 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 and execute customer status calls and reporting, and provide regular knowledge transfer sessions and service reviews with customer and partners
Advise customers on upcoming releases and possible impact, and guide through complex environment changes
Help customers overcome significant issues that arise (lead technical escalations and critical issues)
Collect common questions, techniques and standard methodologies in daily workflow, sharing that information by regularly creating and improving knowledgebase content
Drive innovation, influence roadmap, and improve process across the Adobe ecosystem
What you need to succeed
5+ years of 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 to include running presentations and organizing and running high-profile customer calls and meetings
Adobe Australia acknowledges Traditional Custodians of Country throughout Australia and recognises the continuing connection to lands, waters and communities. We pay our respect to Aboriginal and Torres Strait Islander cultures; and to Elders past, present and emerging.
