Principal Technical Account Manager at Adobe

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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!
Principal Technical Account Manager
At Adobe, we're changing the world. How? We give people the tools to bring their ideas to life and build content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. We're the ones behind the gorgeously crafted content that streams across your laptop, TV, phone, and tablet every day-and we harness the power of big data to help companies move from data to insight and insight to action by delivering content that people crave most.
We're a company that understands that product innovation comes from people innovation, and that's why we invest in cultivating leaders throughout the organization. Adobe is managing explosive growth and finding new ways to harness the potential of its software, people, and culture in a developing digital world!
Principal Technical Account Managers (TAM) are accountable for the technical success of Adobe's largest and most sophisticated customers. They are responsible for developing and execute a customer strategy critical for the health of the solution stack, driving adoption and usage, risk mitigation and alignment across Customer executives and senior level decision makers. They will use an extensive network of internal resources such as technical & product specialists, customer success champions and a team of supporting personnel with the goal of enabling the Customer to fully bring to bear their Adobe investment.
Responsibilities
  • Lead Premier Support engagement as the technical executive point of contact throughout the Customer's solution usage lifecycle. Inform and support customer's technical strategy with Adobe Solutions via service delivery plans with clear outcomes.
  • Assess strategic Customer technical risks and opportunities and orchestrate extended Adobe team to build and execute 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 transparency, facilitating 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 innovation, roadmap influence, standard methodologies, and process improvement back into the Adobe ecosystem.
  • Responsible for the global engagement model, review cycle across multiple BU's and/or brands.
  • Consolidate holistic 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 technical 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.
  • Mentor immediate team members as needed.

Requirements
  • Bachelor's Degree in related subject area of the technical industry. Equivalent experience will be considered.
  • Geographically located in the San Francisco Bay Area.
  • 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 personal organizational ability to prioritize work against client goals.
  • Outstanding customer-facing skills that enable you to represent Adobe best within a customer's environment. Driving discussions with multiple teams from developers and analysts to management and senior leadership.
  • Validated organizational, prioritization skills and an ability to work in a highly matrixed environment.
  • Capable of driving clarity and 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 Platform (AEP), Adobe Campaign, Adobe Magento, Adobe Marketo, Adobe Target.
  • Travel, when permitted, to client locations (approximately 15-20 percent).

About Adobe
At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our outstanding 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.
Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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Technology we use

  • Engineering
    • C++Languages
    • GolangLanguages
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    • JavascriptLanguages
    • PHPLanguages
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    • CLanguages
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    • OpenSSLLibraries
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    • LibSodiumLibraries
    • RequireJSLibraries
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    • AngularJSFrameworks
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    • HadoopFrameworks
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An Insider's view of Adobe

What are some social events your company does?

We take pride in our culture, and we have a variety of active employee organizations built into the fabric of our site. I personally lead the AdobeProud group for the Austin site, which is the local chapter of our global LGBTQ+ organization. We ensure there are chances all through the year to celebrate Pride, connect, and have fun.

Carissa

Engineering Program Manager, Product Operations

What's the biggest problem your team is solving?

We are working on a greenfield project that is pushing each of us to learn numerous new systems and technologies Whether it's a new Cloud product, CI/CD system or Testing Framework, we tackle them head-on. Thankfully we have a team of brilliant people working together to build something amazing!

John

Software Developer Engineer, Digital Experience

How does the company support your career growth?

My Adobe journey began with little experience and lots of drive. I was recruited through the Adobe Digital Academy Program, and I attribute my success to being placed on inclusive teams where each member offered mentorship. Being supported has allowed my work product to exceed expectations and has been instrumental in my overall career growth.

Ursula

Engineering Program Manager, Customer Engineering

What are Adobe Perks + Benefits

Adobe Benefits Overview

Your happiness inside and outside our walls matters to us. That's why we offer comprehensive benefit plans that make your life easier.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
We provide up to 16 weeks of parental leave for primary and non-primary caregivers.
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Sabbatical
Employees with five years at Adobe under their belt can take a four-week sabbatical. Ten-year veterans get a five-week sabbatical. And every five years after accrues a six-week sabbatical.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Adobe offers employees professional development opportunities like annual individual budget for training, on-site training courses, and the ability to attend job related conferences and seminars.
Tuition Reimbursement
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

The Austin office even offers free breakfast every Wednesday - and who doesn't love breakfast tacos? Also, we cover access to some of Austin's nearby gyms and workout studios!

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