Jan 28
Top Secret/SCI
Mid Level Career (5+ yrs experience)
Occasional travel
CI Polygraph
Business - Sales
McLean, VA (On-Site/Office)
The Opportunity
As 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 premier 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 possesses customer-facing and communication skills that enables 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 the 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 supervise day-to-day operational needs. You will field technical inquiries, 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 create a successful partnership with Adobe.
What you'll do:
Be a central point of contact while ensuring high levels of customer satisfaction for your assigned customer accounts
Maintain regular communication with both the external and internal teams, constantly handling customer expectations
Engage with Director and VP-Level executives to translate business needs into technical and operational plans
Work 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 requests
Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning
Analyze and present impactful data and insight to leadership
Demonstrate knowledge of your customers’ environments to assist Adobe service teams in better serving your customers
Serve 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 teams
Ensure timely response and resolution to technical and product outstanding items
Assess and document customers’ technical environment to reveal ongoing insight and improvement opportunities
Make recommendations on how new and existing features fit within customers’ environments, supplying standard methodologies and guidance
Participate 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 parties
Host periodic checkpoint and status calls with customer and internal partners
Identify enablement goals and plans
Continually develop both technical and soft skills individually and assist in mentoring immediate team members as needed
What You Need to Succeed:
Bachelor’s Degree in related field of the technical industry or equivalent experience
At least five years of full-time experience in consultative, customer support and/or related role in marketing technology
Active TS/SCI clearance is required, Must be able to pass a government security clearance polygraph
This position is on-site for ~3 days a week and requires local travel to attend customer meetings in the DMV area
Exceptional CX focus and abilities
Demonstrable ability to adapt to new technologies and learn quickly
Demonstrated presentation skills, including confidence and comfort over the phone and in front of audiences both small and large
Professional demeanor, ability to collaborate with and lead diverse teams throughout Adobe, and communicating with client managers, directors, and VPs including CMOs and CXOs.
Excellent, advanced written and verbal communication skills
Strong conflict resolution and negotiation skills
Sense of urgency in driving closure around blocking issues and open technical issues
Strong personal organization skills, as well as prioritization and time management skills
Ability to manage multiple, complex, high-priority tasks and situations across multiple accounts
Excellent problem-solving skills, with a demonstrated ability to identify issues, solve them quickly and thoroughly, using peers and internal resources as applicable
Travel to client locations as needed (approximately 15-20 percent)
Familiarity, awareness, or strong working knowledge of development methodologies and technologies in one or more than of the following: JavaScript, jQuery, Java, JSP; HTML, HTML5, XHTML, CSS; REST, XML, J2EE Application Services, Database Technologies, LDAP Server Technology, OSGI Framework
Tagging and implementation familiarity or experience
Analysis principles and interpretation experience
Understanding of and experience with marketing software and domain principles
Experience and familiarity with the following Adobe Experience Cloud solutions (a plus but not a hard requirement): Adobe Analytics, Adobe Audience Manager, Adobe Target, Adobe SAAS.
Familiarity with Agile development methodologies, such as, Scrum
Familiarity with SaaS UX and navigation
Understanding of performance tuning and optimization
Understanding or experience in debugging coding languages
API-level knowledge of third-party applications is a plus
Comprehension or experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired
As 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 premier 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 possesses customer-facing and communication skills that enables 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 the 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 supervise day-to-day operational needs. You will field technical inquiries, 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 create a successful partnership with Adobe.
What you'll do:
Be a central point of contact while ensuring high levels of customer satisfaction for your assigned customer accounts
Maintain regular communication with both the external and internal teams, constantly handling customer expectations
Engage with Director and VP-Level executives to translate business needs into technical and operational plans
Work 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 requests
Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning
Analyze and present impactful data and insight to leadership
Demonstrate knowledge of your customers’ environments to assist Adobe service teams in better serving your customers
Serve 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 teams
Ensure timely response and resolution to technical and product outstanding items
Assess and document customers’ technical environment to reveal ongoing insight and improvement opportunities
Make recommendations on how new and existing features fit within customers’ environments, supplying standard methodologies and guidance
Participate 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 parties
Host periodic checkpoint and status calls with customer and internal partners
Identify enablement goals and plans
Continually develop both technical and soft skills individually and assist in mentoring immediate team members as needed
What You Need to Succeed:
Bachelor’s Degree in related field of the technical industry or equivalent experience
At least five years of full-time experience in consultative, customer support and/or related role in marketing technology
Active TS/SCI clearance is required, Must be able to pass a government security clearance polygraph
This position is on-site for ~3 days a week and requires local travel to attend customer meetings in the DMV area
Exceptional CX focus and abilities
Demonstrable ability to adapt to new technologies and learn quickly
Demonstrated presentation skills, including confidence and comfort over the phone and in front of audiences both small and large
Professional demeanor, ability to collaborate with and lead diverse teams throughout Adobe, and communicating with client managers, directors, and VPs including CMOs and CXOs.
Excellent, advanced written and verbal communication skills
Strong conflict resolution and negotiation skills
Sense of urgency in driving closure around blocking issues and open technical issues
Strong personal organization skills, as well as prioritization and time management skills
Ability to manage multiple, complex, high-priority tasks and situations across multiple accounts
Excellent problem-solving skills, with a demonstrated ability to identify issues, solve them quickly and thoroughly, using peers and internal resources as applicable
Travel to client locations as needed (approximately 15-20 percent)
Familiarity, awareness, or strong working knowledge of development methodologies and technologies in one or more than of the following: JavaScript, jQuery, Java, JSP; HTML, HTML5, XHTML, CSS; REST, XML, J2EE Application Services, Database Technologies, LDAP Server Technology, OSGI Framework
Tagging and implementation familiarity or experience
Analysis principles and interpretation experience
Understanding of and experience with marketing software and domain principles
Experience and familiarity with the following Adobe Experience Cloud solutions (a plus but not a hard requirement): Adobe Analytics, Adobe Audience Manager, Adobe Target, Adobe SAAS.
Familiarity with Agile development methodologies, such as, Scrum
Familiarity with SaaS UX and navigation
Understanding of performance tuning and optimization
Understanding or experience in debugging coding languages
API-level knowledge of third-party applications is a plus
Comprehension or experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired
group id: 91121944
