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Technical Account Manager

Edinburgh, United Kingdom

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!

About us

Adobe's Digital Media focuses on advancing groundbreaking content and driving the digital transformation of industries! It provides tools and services that enable individuals, small businesses, and enterprises to create, publish, promote, manage and monetise their content anywhere through the Adobe Creative Cloud and Document Cloud. Adobe's creative and document solutions are used by designers, photographers, filmmakers, content publishers, storytellers, UX designers, knowledge workers, consumers and more. Through our connected apps and services, customers have all the tools and assets they need to create and manage content across desktop and mobile devices. We want to find the next experience maker to join our business and team and to a part of Adobe's brilliant future.

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The opportunity

The Technical Account Manager (TAM) is part of the Digital Media Premier Support delivery team and is assigned to one or more of Adobe's largest and most strategic customers. The TAM demonstrates a balance of deep and broad technical abilities along with outstanding customer service and account management skills. As the primary post-implementation contact for the customer, they are their Adobe customer services advocate, drive their technical success, and they focus on providing proactive services that improve customer operational health with Adobe solutions.

What you'll do

This is a role with diverse responsibilities. You'll be responsible for the development of key relationships across the customer's organization.

With a deep understanding of each customer's technical and business strategies, requirements, priorities, and how Adobe products are implemented in their environment, identify needs and propose solutions that will accelerate their success. You will:

  • Assess customer health, technical risks and opportunities, and build/execute mitigation plans, anticipating problems and proactively working with customers to avoid or lessen impact
  • Appropriately contribute to and take charge of meetings, calls and other discussions to convey ownership, assertiveness, prioritisation, organisation, direction and progress
  • Think strategically about business, product, and technical challenges as you help our customers realise their business objectives pertaining to our software
  • Advise customers on upcoming releases and possible impact, and guide through complex environment changes
  • Help customers overcome significant issues that arise (lead technical escalations and critical issues), succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer
  • Make and meet all commitments, building trust with customers and co-workers
  • Collect common questions, techniques and standard methodologies in daily workflow, sharing that information by regularly creating and improving knowledgebase content
  • Drive innovation, influence roadmap, and improve process across the Adobe ecosystem
  • Consistently and regularly update customer and account information, keeping it current
  • Accountable for all actions, and tactfully reinforces accountability across all Adobe employees and teams in delivering to operating and service level targets
  • Expertly and tactfully teaches/mentors/coaches team members on proper process and methods that ensure customer service excellence
  • Work generally during the customers' core business hours, with occasional extended or on-call hours as needed
  • Travel when permitted to customer sites (approximately 5-10%)

What you need to succeed

  • Fluent English plus fluent French or German
  • Bachelor's Degree in related subject area of the technical industry. Equivalent experience will be considered
  • 5+ years of full-time experience in technical account management, consultative technical customer support and/or related role in technology space
  • Extensive experience working in complex enterprise IT environments in consulting, support, account management or development roles
  • Executive presence and finesse in all communications, with strong conflict-resolution skills
  • Proven successful customer-facing skills to include running presentations and organizing and running high-profile customer calls and meetings

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 aims to make accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email or call (408) 536-3015.

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.

Client-provided location(s): Edinburgh, UK
Job ID: Adobe-R144365
Employment Type: Full Time