Manager, Technical Account Management

Adobe•Lehi, UT

About The Position

Ultimate Success is Adobe’s Digital Experience offering contributing to the success of our largest customers by wrapping Support Delivery and Technical Account Management around the customer. As a Manager for Technical Account Management your goal is to lead, coach, develop, and mentor a team of Technical Account Managers. Technical Account Managers (TAMs) build, develop, and maintain one-on-one relationships with our Ultimate Success customers. TAMs produce and deliver a prescribed set of technical services specifically designed to help Customers maintain operational health, while adopting new solutions and functionality to fully realize their investment. You will have successfully led a software and/or SaaS-based technical team in Professional Services, Support or Technical Account Management. You are a great communicator, have strong executive presence, perform well under pressure, have customer facing experience, managed a book of business, and are service and customer centric.

Requirements

Minimum of 5 years of people management experience in a fast-paced, enterprise level, critical software support, professional services or account management environment with a focus on building high performing teams
Proven track record of ability to manage a complex book as well as mentor the team simultaneously
Core skills/proficiencies include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Account Management, Problem Solving, Effective Communication, Critical Thinking, Business Insight, and Technical Curiosity
Act as a role model to others: sets an example of integrity, ethical behavior and professionalism and demonstrate what good looks like by doing
Direct experience managing customer concerns successfully with a positive outcome maintaining high CSAT
Excellent organizational skills, ability to prioritize, create clarity, remove roadblocks, and drive projects
Outstanding communications skills (presentation, written, and verbal) to interact with all levels of the internal and customer organization
Ability to explain complex concepts to direct reports, peers, customers and senior leadership
Excellent problem-solving skills and ability to navigate complicated situations in a professional manner

Nice To Haves

Direct experience with Adobe's Digital Experience solutions highly desired

Responsibilities

Direct management responsibilities for all designated resources, team objectives, morale and culture
Motivate the team to deliver exceptional customer experiences though discovery and understanding of customer needs
Set quarterly individual goals and provide ongoing performance feedback as well as formal performance appraisals and practice radical candor
Evaluate measurement criteria to uncover trends in organizational performance, including: customer happiness, operating efficiency, solution adoption and customer retention
Advocate for your team to drive global visibility and collaborate across boundaries on process improvements, customer concerns, and local business objectives
Give back to the practice through extra curricular activities outside of your immediate responsibilities
Attract, hire and retain top talent
Engage in support of key accounts and critical issue management
Partner with the Customer Success and Sales leadership team to align Support efforts to drive customer retention and value realization

Benefits

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences.
Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.
Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth.
We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact.
At Adobe, we believe that great ideas can come from anywhere in the organization.
The next big idea could be yours.
Let’s Adobe together
At Adobe, you will be immersed in an exceptional work environment that is recognized around the world.
You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.
If you’re looking to make an impact, Adobe's the place for you.
Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.