Technical Account Director

Overview

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!

Responsibilities

Lead outstanding support engagement as the technical executive point of contact throughout the Customer’s solution lifecycle. Guide and support customer’s strategy with Adobe Solutions via service delivery plans with clear outcomes.

Assess strategic Customer technical risks and opportunities, and coordinate extended Adobe team to build and drive “get well” plans.

Drive clear communication across Customer operational areas. Maintain regular and appropriate governance with both internal and external executive teams. Drive alignment, facilitating and reporting on overall engagement status and outcomes.

Advocate for Customer across internal Adobe teams. Optimize client’s product investment. Drive innovation, roadmap influence, standard methodologies, and process improvement back into the Adobe ecosystem.

Responsible for the global engagement model, and review cycle across multiple BU’s and / or brands.

Coordinate well-rounded delivery cadence across all technical partners and achieve business objectives 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, 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.

10-15yrs of proven experience in a senior capacity in consulting, 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 requests. Strong organization 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.

Capable of driving awareness 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.

Ability to lead, fast paced, high-priority tasks, use cases, and work streams across multiple Adobe products.

Excellent problem-solving skills, with a proven track record to identify issues, solve them quickly and thoroughly, coordinating peers and internal resources where required.

Experience of a wide range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration, administration and client / server operations is desired

Understanding of performance tuning and optimization. Understanding or experience in debugging coding languages. API-level knowledge of third-party applications is a plus.

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 Commerce, Adobe Marketo, Adobe Target.

Travel when permitted to client locations (approximately 25-50 percent).

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