Ultimate Success is Adobe’s Customer Experience Orchestration 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.
What you’ll do
- 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
What you’ll need to succeed
- 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
- Direct experience with Adobe's Marketing Automation Solution (Marketo) required, experience with overall Customer Experience Orchestration solutions highly desired
About Adobe
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, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.
Adobe is proud to be an Equal Employment Opportunity 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 protected characteristic. Learn more.
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AI Use Guidelines for Interviews: Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.
At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience.
Expected Pay Range:
Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $128,100 -- $216,200 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.
At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).
In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.
State-Specific Notices:
California:
Fair Chance Ordinances
Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.
Colorado:
Application Window Notice
If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.
Massachusetts:
Massachusetts Legal Notice
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.