Note: The job is a remote job and is open to candidates in USA. The hiring company is confidential. The Technical Account Manager serves as a strategic contact for enterprise customers, partnering with customer stakeholders and internal teams to resolve technical issues, improve customer satisfaction, and identify opportunities for optimization.
Responsibilities
- Serve as the primary point of contact for assigned customer accounts and maintain strong customer relationships and satisfaction
- Build and maintain regular communication with internal teams and customer stakeholders while effectively managing expectations
- Engage with Director- and VP-level executives, including CMOs and CXOs, to understand business needs and translate them into technical and operational plans
- Partner with Adobe Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, Sales, and Consulting teams to address customer issues and requests
- Act as the first point of escalation for critical technical and product-related customer concerns and drive issues through to resolution
- Provide timely responses, proactive status updates, and clear communication on outstanding technical and product issues
- Conduct detailed reviews of service disruptions, performance metrics, and pre-launch activities
- Analyze customer data and present actionable insights and recommendations to leadership
- Develop a strong understanding of customers’ technical environments and identify opportunities for optimization and improvement
- Assess and document customer technical environments, processes, and requirements
- Recommend how new and existing Adobe features and capabilities can be effectively implemented within customer environments
- Provide technical guidance, standard methodologies, and best practices to customers and internal teams
- Participate in customer meetings, executive reviews, quarterly business reviews, and on-site engagements
- Participate in architectural and solution-design discussions to ensure optimal customer outcomes
- Host periodic customer and internal checkpoint/status meetings
- Identify customer enablement needs and develop appropriate plans
- Manage multiple complex, high-priority tasks and customer situations across multiple accounts
- Continuously develop technical and professional skills while supporting and mentoring team members as needed
- Travel to customer locations approximately 15–20% of the time
Skills
- 5+ years of full-time experience in a consultative, customer-facing technology, technical support, customer success, or related role, preferably within marketing technology
- Strong customer experience (CX) focus with a proven ability to build trusted customer relationships
- Demonstrated ability to proactively identify customer needs, opportunities, risks, and areas for improvement
- Strong executive communication skills with the ability to interact confidently with Directors, VPs, CMOs, CXOs, and other senior stakeholders
- Excellent written, verbal, presentation, and communication skills
- Comfortable presenting on camera and speaking to both small and large audiences
- Strong problem-solving, conflict-resolution, negotiation, and decision-making skills
- Ability to manage multiple complex, high-priority accounts, projects, and technical issues simultaneously
- Strong sense of urgency and proven ability to drive resolution of blocking and critical issues
- Excellent organization, prioritization, and time-management skills
- Ability to collaborate effectively with diverse cross-functional and technical teams
- Strong ability to learn and adapt to new technologies and technical environments quickly
- Familiarity with development methodologies and technologies, including Agile/Scrum
- Knowledge of marketing technology concepts, software, and domain principles
- Familiarity with tagging and implementation concepts
- Experience with data analysis principles and interpretation
- Familiarity with SaaS applications, UX, and navigation
- Understanding of performance tuning and optimization
- Experience or familiarity with at least one Adobe solution, such as Adobe Analytics, Adobe Audience Manager, Adobe Campaign, Adobe Journey Optimizer, Adobe Customer Journey Analytics, Adobe Target, Adobe Experience Platform, or Adobe Real-Time CDP
- Understanding of technical troubleshooting, installation, upgrades, integrations, and client/server operations
- Bachelor's degree in a technical or related field, or equivalent professional experience
- API-level knowledge of third-party applications is preferred
- Experience with debugging or understanding coding languages is a plus
- Experience with Adobe Experience Cloud solutions is strongly preferred
Benefits
- Remote work
Company Overview
Company H1B Sponsorship