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Adobe Inc. Technical Account Manager in Seattle, Washington

The OpportunityAs large enterprises invest in Adobe, we are in need of strategic and high-powered technical talent to help our largest customers navigate their operational needs across the Adobe Experience Cloud solutions.Our Technical Account Managers (TAM) build, develop, and maintain one-on-one relationships with our top-tier customers. They produce and deliver a prescribed set of technical services specifically designed to help them maintain operational health, while adopting new solutions and functionality to maximize their investment.A person in this role must possess customer-facing and communication skills that enable you to represent Adobe best within a customer's environment, driving discussions with multiple personas from developers and analysts to management and senior leadership - including within Adobe - regarding tasks, projects, cases, standard methodologies, and prioritization. One should also have proficiency to think strategically about people, process, and technology challenges as they help our customers realize the investment, efficiencies, advantages, and innovation available in the Adobe Experience Cloud.In addition to the above set of functions, key elements of the role include serving as a primary, technical go-to person for multiple customers as you establish business and operational understanding of their environment. Hands-on, confident technical expertise is required to work through challenges and events, and oversee day-to-day operational needs. You will field technical questions, handle customer issues, and influence partners to improve your customers' health. The overarching goal is to ensure that you understand your customers' technical and business requirements, and are in a position to anticipate and avoid issues; identify and mitigate risk; and contribute to a successful partnership with Adobe.ResponsibilitiesBe a central point of contact while ensuring high levels of customer satisfaction for your assigned customer accountsMaintain regular communication with both the external and internal teams, constantly handling customer expectationsEngage with Director and VP-Level executives to translate business needs into technical and operational plansWork hands-on with Adobe Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and the rest of the Consulting practice to address issues, questions, and requestsProvide detailed reviews of service disruptions, metrics, detailed prelaunch planningAnalyze and present actionable data and insight to leadershipDemonstrate knowledge of your customers' environments to assist Adobe service teams in better serving your customersServe as a first point of critical issues for customer concerns relating to technical issues and coordinate and drive resolutions with Adobe services, sales, and product teamsEnsure timely response and resolution to technical and product outstanding itemsAssess and document customers' technical environment to reveal ongoing insight and improvement opportunitiesMake recommendations on how new and existing features fit within customers' environments, supplying standard methodologies and guidanceParticipate in customer-requested meetings and quarterly business reviews (on-site and remotely)Participate in project-based, consultant-led architectural and design discussions to ensure solutions are optimal for the customer(s)Provide proactive status updates to required partiesHost periodic checkpoint and status calls with customer and internal partnersIdentify enablement goals and plansContinually develop both technical and soft skills individually and assist in mentoring immediate team members as neededRequirementsBachelor's Degree in related discipline of the technical industry or equivalent experienceAt least five years of full-

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