Technical Account Manager

6 days ago

Sydney, Australia Adobe Full time

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

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 is assigned to one or more of Adobe’s largest and most strategic customers. 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 Do

Develop 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.

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