Description
The Enterprise Technical Account Manager (eTAM) is a senior business-critical role responsible for overall solution health and maintaining a high standard of technical operational excellence to deliver customer value, accelerate solution use, and be the customer’s advocate with Adobe product and engineering.
You will quickly grasp a customer's landscape, assess their maturity and solution lifecycle, and identify immediate, short- and long-term wins. You will share expert guidance grounded in Adobe and industry standards.
Responsibilities:
- Deliver consistent technical excellence through early engagement and ongoing solution health monitoring
- Lead capability roadmap and discovery sessions with customers to uncover both quick and larger engagements that increase adoption and product use
- Identify technical risk by understanding customer use cases, and flag potential challenges proactively
- Increase product adoption through measurable engagements that build customer understanding
- Maintain regular communication with internal and external teams, consistently representing customer needs
- Engage with Director and VP-Level executives to translate business needs into technical and operational plans
- Manage all technical challenges and ensure customers tickets and issues are fully addressed and resolved with urgency
- Work hands-on with cross-functional Adobe teams to ensure customers are provided with the highest level of proactive support and technical strategy based on Adobe/industry standards
- Make sure customers are aware of opportunities available through the Ultimate Success program and customer alpha/beta programs, and help them take part
- Provide detailed reviews of service disruptions, metrics, and prelaunch planning. Present clear data and insights to customer leadership
- Serve as the first point of contact for critical technical concerns, and coordinate resolutions with Adobe services, sales, product, and engineering teams
- Assess and document customers’ technical environment to reveal ongoing insights, improvements, and optimization opportunities
- Proactively recommend how new and existing features fit within customers’ environments, using industry and Adobe standards and proven methodologies
- Participate in customer-requested meetings, as well as strategic and quarterly business reviews (on-site and remote)
- Participate in project-based, consultant-led architectural and design discussions to ensure solutions are optimal for the customer(s)
- Continue developing your technical and interpersonal skills, and help mentor team members as needed
Requirements:
- 10 years of experience focused on building technology roadmaps, enablement plans, support and operations models in either a consulting setting or industry/client side
- 5 years in a start-up-minded environment, Fortune 500 company, or direct customer-facing consulting experience
- Bachelor’s or advanced degree in computer science, information technology management, business, marketing/communications or related field
- Track record of leading critical customer conversations and bringing opportunities forward to build value and positive sentiment
- Experience building and delivering a technical health and enablement plan, and clearly articulate wins based on capability activation
- Deep understanding of how Adobe products fit together to deliver integrated workstreams that support adoption and account health
- Understand customer needs and organizational maturity, and tailor a technical adoption/enablement plan that fits
- Deliver value through product activation activities such as office hours, deskside coaching, value accelerators, and field engineering engagements
- Comfortable bringing opportunities to customers before being asked, rather than waiting to be prompted
- Demonstrated presentation skills, including comfort on camera and in front of audiences of all sizes
- Executive presence and direct experience building relationships with customer executives from Director to C-Suite
- Conflict resolution and negotiation skills
- Focus on resolving blocking and open technical issues quickly
- Excellent problem-solving skills, with the ability to identify and resolve issues thoroughly, using peers and internal resources as needed
- Regular travel to client locations for planning sessions, QBR/SBRs, and relationship development (approximately 20-30 percent)
- Familiarity, awareness, or strong working knowledge of development methodologies and technologies.
- Experience and familiarity with at least one of the Adobe capabilities including Content, Data, or Journeys
- Experience with Adobe products such as: Adobe Analytics, Adobe Audience Manager, AEM, Adobe Campaign, Adobe Journey Optimizer, Adobe Customer Journey Analytics, Adobe Target, AEP, Adobe Realtime Customer Data Platform, etc. (certification preferred)