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Technical Account Manager
3 weeks ago
Our Company
Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.
We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours
Our Company
Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.
We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours
The Opportunity
Responsible for evangelizing Adobe Solutions with enterprise customers, this role engages as the technical health leader, delivering dedicated services, methodology advice, and being the customer’s technical advocate within Adobe. Key elements of the role include Service Delivery Strategy, implementation cycle guidance, balancing risk and maximise value in Adobe technology adoption. In addition, partner with Customer Support leaders, you will field questions, log and work high priority issues & and handle critical issues while working with the extended Adobe Support team (Customer Support,
Consulting and Engineering).
What you will do;
Delivery of dedicated services from a mutually agreed plan
Customer advocate representing customer needs with internal product teams
Coordinating/driving customer technical issues with customer care/engineering/consulting
Avoid serious critical issues, by providing timely resolution to technical and product inquires
Drive Customer Experience improvements through close collaborative planning with customer executives and account team
Provide on-site assistance as needed to resolve product issues (mínimal)
Co-ordinate & execute regular knowledge transfer sessions
Ensure customers acknowledge value, resulting in successful ongoing Ultimate Success Contracts
What you need to succeed;
Multi-year experience working in sophisticated enterprise technology environments in consulting/Project Management/account management/development roles
Solid presentation skills, and experience organising and handling high-profile customer calls and meetings
Ability to work collaboratively with local Adobe Customer Solutions and Sales teams to help position Ultimate support offerings
Drive and own customer critical issues
ITIL knowledge and Certification preferred
Experience with Adobe Experience Cloud solutions desired
Experience in a wide range of computer operating systems and software with emphasis on performance optimisation, installation, troubleshooting, upgrading, integration, client/server operations and cloud computing or SaaS is desired.
Sophisticated written and verbal communication skills
Strong personal organization skills
Ability to multi-task and prioritize job requirements
Bachelor’s Degree or equivalent experience.
At least five years of full-time experience in Premier Support/enterprise customer support environments or related field
Periodic travel a requirement
Customer Business Objectives
Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.
Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.
