Technical Account Director

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
Creativity for All
Adobe is a place where exceptional people work - don’t just take our word for it, our employees have recently voted us on the Great Place to Work list for the 10th consecutive year
We’re proud to offer market leading employee benefits designed to suit your lifestyle. Some of the great benefits include health insurance, global days off, wellness fund, market-leading parental leave, access to our Employee Stock Purchase Program and programs designed to help continue to build your career.
We also proudly empower our employees to get involved with corporate social responsibility and offer a broad range of opportunities to make a bigger impact through philanthropy, employee, and community engagement.
We know that people are the differentiator in our business, and that's why we want to meet you
The Opportunity
What You'll Do
Lead Ultimate Success engagement(s) as the technical executive point of contact throughout the Customer's solution usage lifecycle. Advise and support customer's technical strategy with Adobe Solutions to drive value.
Assess strategic Customer technical risks and opportunities and drive the extended Adobe team to build and deliver mitigation and "get well" plans.
Drive clear communication across Customer operational areas. Maintain regular and appropriate governance with both internal and external executive teams. Drive alignment and reporting on overall engagement status and outcomes.
Advocate for Customer across internal Adobe teams. Optimize client's investment and accelerated task, issue execution and resolution. Drive customer’s achievement of their key business objectives, innovation, roadmap influence, standard methodologies, and process improvement back into the Adobe ecosystem.
Responsible for the global engagement model, review cycle across multiple business units and/or brands.
Consolidate comprehensive cadence across all technical partners and influence delivery achievements across multi-solution, multi-discipline engagements.
Work hands on with Adobe's internal Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and the Adobe Consulting practice and third-party partners in support of customer's success.
Lead a matrixed services team that may involve multiple project teams from Adobe or client or partner organizations. Develop effective working relationships with Customer partners.
Make recommendations on how new and existing features fit within customers' environments, supplying standard methodologies and recommendations.
Lead project-based, consultant-led architectural and design discussions to ensure solutions are optimized.
What You Need To Succeed
At least 10-15 years of experience in a senior capacity in consultative, customer support, customer success and/or related role in marketing technology.
Strong executive presence. Ability to collaborate multiple teams throughout Adobe and client side VPs, including CMOs and CXOs.
Strong presentation skills, including confident presence over the phone and via conference tools. Leading meetings, workshops, and reviews in front of audiences both small and large.
Strong conflict-resolution skills to drive closure to customer concerns and open technical issues. Maintain strong ability to prioritize work against client goals.
Outstanding customer-facing skills that enable you to represent Adobe best within a customer's environment with the ability to drive discussions with multiple teams from developers and analysts to management and senior leadership.
Validated interpersonal, prioritization skills and an ability to work independently in a highly matrixed environment.
Capable of driving resolution across a broad set of issues with the Customer: technical, architecture, business process, and partnerships.
Ability to think strategically about business, product, and technical challenges to help our customers realize the software investment, efficiencies, advantages, and innovations.
Awareness of development methodologies and technologies and understanding of and experience with marketing software and domain principles.
Experience and familiarity with the following (a plus but not a hard requirement): Adobe Analytics, Adobe Audience Manager (AAM), Adobe Experience Manager (AEM), Adobe Experience