Technical Account Manager - Creative Cloud/Digital Media

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! Technical Account Manager – Creative Cloud/Digital Media The Technical Account Manager (TAM) is part of the Digital Media Advanced Support delivery team and is assigned to one or more of Adobe’s largest and most strategic customers. The TAM demonstrates a balance of deep and broad technical abilities along with outstanding customer service and account management skills. As the primary post-implementation contact for the customer, they are their Adobe customer services advocate, drive their technical success, and they focus on providing proactive services that improve customer operational health with Adobe solutions. What you'll Do Develop engaging relationships across the customer's organization Tactfully, confidently and professionally communicate with others at all levels, especially in difficult situations, bringing people together with the common goal of meeting objectives, resolving issues, meeting project timelines and accelerating success With a deep understanding of each customer’s technical and business strategies, requirements, priorities, and how Adobe products are implemented in their environment, identify needs and propose solutions that will accelerate their success Assess customer health, technical risks and opportunities, and build/deliver mitigation plans Drive internal discussions across Adobe teams to address customer concerns and resolve systemic and chronic issues Appropriately contribute to and take charge of meetings, calls and other discussions to convey ownership, assertiveness, prioritization, organization, direction and progress Own and deliver customer status calls and reporting, and provide regular knowledge transfer sessions and service reviews with customer and partners Think strategically and proactively about business, product, and technical challenges as you help our customers realize their business objectives pertaining to our software Advise customers on upcoming releases and possible impact, and guide through complex environment changes Help customers overcome significant issues that arise (lead technical discussions and critical issues), succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer Collect common questions, techniques and standard methodologies in daily workflow, sharing that information by regularly creating and improving knowledgebase content Drive innovation, influence roadmap, and improve process across the Adobe ecosystem Accountable for all actions, and tactfully reinforces accountability across all Adobe employees and teams in delivering to operating and service level targets Expertly and tactfully teaches/mentors/coaches team members on proper process and methods that ensure customer service excellence Work generally during the customers’ core business hours, with occasional extended or on-call hours as needed Travel when permitted to customer sites (approximately 5-10%) What you need to succeed Bachelor’s Degree in related subject area of the technical industry. Equivalent experience will be considered 5 years working with video, audio and graphics applications in video content production environments. 5 years of full-time experience in technical account management, consultative technical customer support and/or related role in technology space Knowledge of cloud computing services and technologies Executive presence and finesse in all communications, with strong conflict-resolution skills Proven successful customer-facing skills to include running presentations and organizing and running high-profile customer calls and meetings