Principal Technical Account Manager

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!

The Prinicipal Technical Account Manager is accountable for the technical success of Adobe's largest customers. They are charged with developing and implementing a customer strategy critical for the health of their 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.

What You Will Do:
• Lead Ultimate Support engagement(s) as the technical executive point of contact throughout the Customer's solution usage lifecycle. Advise and support customer's technical strategy with Adobe Solutions via service delivery plans with clear outcomes.
• Assess strategic Customer technical risks and opportunities and drive the extended Adobe team to build and deliver 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 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 comprehensive cadence across all technical partners and influence delivery achievements across multi-solution, multi-discipline engagements.
• Work hands on with Adobe's internal Collaborators like Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and the Adobe Consulting practice and third-party partners in support of customer's 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.

What you Need to Succeed:
• Bachelor's Degree in related subject area of the technical industry. MBA is preferred.
• 12+ years of experience in a senior capacity in consultative, customer service, customer success and/or related role in digital 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 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 interpersonal, prioritization skills and an ability to work in a highly matrixed environment.
• Capable of driving 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 is preferred: Adobe Analytics, Adobe Audience Manager (AAM), Adobe Experience Manager (AEM), Adobe Experience Platform (AEP), Adobe Campaign, Adobe Magenta, Adobe Marketo, Adobe Target.
• Customer-facing experience in enterprise projects, object-oriented programming experience (Java), SQL, Javascript, AngularJS, JQuery, CSS, MongoDB, web-server technologies.
• Relevant technical skills: enterprise software (Windows Server, Linux, Unix, WebSphere, Weblogic, JBoss, Oracle, SQL, Java, Javascript, AngularJS, JQuery, CSS, MongoDB, web server technologies)
• Travel when permitted to client locations (approximately 25-30 percent).

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.
 

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