# Enterprise Technical Account Manager (eTAM) **Company**: Adobe **Experience**: senior **Job type**: full-time **Salary**: $141,300 - $254,200 annually **Category**: IT **Industry**: Technology **Apply**: https://adobe.wd5.myworkdayjobs.com/en-US/external_experienced/job/Atlanta/Enterprise-Technical-Account-Manager_R171902?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_9dce6bde-834 ## 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) ## Skills ### Required - Adobe products - technical account management - solution health monitoring - customer advocacy - presentation skills - conflict resolution - problem-solving ### Nice to have - Adobe Analytics - Adobe Audience Manager - AEM - Adobe Campaign - Adobe Journey Optimizer - Adobe Customer Journey Analytics - Adobe Target - AEP - Adobe Realtime Customer Data Platform --- Source: [Apply at adobe.wd5.myworkdayjobs.com](https://adobe.wd5.myworkdayjobs.com/en-US/external_experienced/job/Atlanta/Enterprise-Technical-Account-Manager_R171902?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)