Senior Enterprise Technical Account Manager
Core
Senior business-critical role responsible for overall solution health, maintaining technical operational excellence, and acting as the customer's advocate with Adobe product and engineering.
Role type
Senior Enterprise Technical Account Manager
Builds
Customer success strategies, technical adoption plans, and solution health monitoring for enterprise clients
Domain
Enterprise software (Adobe Experience Cloud) and customer success
Required skills
Technical roadmap building, solution lifecycle assessment, executive relationship management, technical risk identification, product activation, conflict resolution, problem-solving, presentation skills, travel management
Preferred skills
Adobe product certification, development methodologies knowledge, mentoring
Technologies
Adobe Analytics, Adobe Audience Manager, AEM, Adobe Campaign, Adobe Journey Optimizer, Adobe Customer Journey Analytics, Adobe Target, AEP, Adobe Realtime Customer Data Platform
Responsibilities
Deliver consistent technical excellence through early engagement and ongoing solution health monitoring; Lead capability roadmap and discovery sessions with customers; Identify technical risk by understanding customer use cases; Increase product adoption through measurable engagements; Maintain regular communication with internal and external teams; Engage with Director and VP-Level executives to translate business needs into technical and operational plans; Manage all technical challenges and ensure customers tickets and issues are fully addressed and resolved with urgency; Work hands-on with cross-functional Adobe teams to ensure customers are provided with the highest level of proactive support and technical strategy; Provide detailed reviews of service disruptions, metrics, and prelaunch planning; Serve as the first point of contact for critical technical concerns; Assess and document customers' technical environment to reveal ongoing insights, improvements, and optimization opportunities; Proactively recommend how new and existing features fit within customers' environments; Participate in customer-requested meetings, as well as strategic and quarterly business reviews; Participate in project-based, consultant-led architectural and design discussions; Continue developing your technical and interpersonal skills, and help mentor team members as needed
Seniority
Senior, hands-on IC with executive presence
