Note: The job is a remote job and is open to candidates in USA. Software Guidance & Assistance, Inc. (SGA) is recruiting a Technical Account Manager for a confidential SaaS client. The role supports premier customers using Adobe Experience Cloud by maintaining operational health, resolving technical issues, and helping customers adopt solutions and maximize their investment.
Responsibilities
- Be a central point of contact while ensuring high levels of customer satisfaction for your assigned customer accounts
- Maintain regular communication with both the external and internal teams, constantly handling 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 impactful data and insight to leadership
- Demonstrate knowledge of your customers' environments to assist Adobe service teams in better serving your customers
- Serve as a first point of critical issues for customer concerns relating to technical issues and coordinate and drive resolutions 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 standard methodologies and guidance
- Participate in customer-requested meetings and quarterly business reviews (on-site 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 calls with customer and internal partners
- Identify enablement goals and plans
- Continually develop both technical and soft skills individually and assist in mentoring immediate team members as needed
Skills
- A person in this role possesses customer-facing and communication skills that enable you to represent our company best within a customer's environment, driving discussions with multiple personas from developers and analysts to management and senior leadership — including within Adobe — regarding tasks, projects, cases, standard methodologies, and prioritization
- One should also have proficiency to think strategically about people, process, and technology challenges as they help our customers realize the investment, efficiencies, advantages, and innovation available in the Adobe Experience Cloud
- Hands-on, confident technical expertise is required to work through challenges and events and supervise day-to-day operational needs
- Bachelor's Degree in related field of the technical industry or equivalent experience
- At least five years of full-time experience in consultative, customer support and/or related role in marketing technology
- Exceptional CX focus and abilities
- Demonstrable ability to adapt to new technologies and learn quickly
- Demonstrated presentation skills, including confidence and comfort over the phone and in front of audiences both small and large
- Professional demeanor, ability to collaborate with and lead diverse teams throughout Adobe, and communicating with client managers, directors, and VPs including CMOs and CXOs
- Excellent, advanced written and verbal communication skills
- Strong conflict resolution and negotiation skills
- Sense of urgency in driving closure around blocking issues and open technical issues
- Strong personal organization skills, as well as prioritization and time management skills
- Ability to manage multiple, complex, high-priority tasks and situations across multiple accounts
- Excellent problem-solving skills, with a demonstrated ability to identify issues, solve them quickly and thoroughly, using peers and internal resources as applicable
- Familiarity, awareness, or strong working knowledge of development methodologies and technologies in one or more than of the following: JavaScript, jQuery, Java, JSP; HTML, HTML5, XHTML, CSS; REST, XML, J2EE Application Services, Database Technologies, LDAP Server Technology, OSGI Framework
- Tagging and implementation familiarity or experience
- Analysis principles and interpretation experience
- Understanding of and experience with marketing software and domain principles
- Familiarity with Agile development methodologies, such as, Scrum
- Familiarity with SaaS UX and navigation
- Understanding of performance tuning and optimization
- Understanding or experience in debugging coding languages
- Experience and familiarity with Adobe Experience Manager (1-2 years preferred)
- API-level knowledge of third-party applications is a plus
- Comprehension or experience in a wide range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired
Benefits
- Remote work
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