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