Technical Account Manager
Adobe Software
JOB LEVEL
P30EMPLOYEE ROLE
Individual ContributorThe Technical Account Manager (TAM) role at Adobe provides a valuable opportunity to work with some of our largest and most strategic customers. As a TAM, you will play a crucial role in delivering personalized and beneficial services to clients who have purchased an Elite Adobe Support Plan. This role combines deep technical expertise with outstanding customer service and account management skills, guaranteeing our customers' technical success and operational health with Adobe solutions.
What you'll Do
- Develop engaging relationships across the customer's organization
- Understand each customer’s technical and business strategies, objectives, requirements, priorities, and how Adobe products are implemented in their environment
- Identify needs and propose solutions that will accelerate customer success
- Assess customer health, technical risks, and opportunities; build and implement mitigation plans
- Drive value proposition and paid support proposal activities during the pre-sales phase in close partnership with local Sales and Customer Success teams
- Communicate confidently and professionally with others at all levels, especially in complex situations, to meet objectives, resolve issues, and meet project timelines
- Anticipate problems and proactively work with customers to avoid or lessen impact
- Contribute to and lead meetings, calls, and discussions with ownership, assertiveness, and organization
- Own customer status calls and reporting; provide regular knowledge transfer sessions and service reviews
- Think strategically about business, product, and technical challenges to help customers realize their business objectives with our software
- Advise customers on upcoming releases and potential impacts; guide through complex environment changes
- Lead partner concerns and critical issues, helping customers overcome significant challenges, expand product usage, and become committed, long-term references
- Build trust through dedication and reliability
- Share common questions, techniques, and standard methodologies through regular crafting and improving of knowledgebase content
- Drive innovation, influence the roadmap, and improve processes across the Adobe ecosystem
- Keep customer and account information current
- Ensure accountability across all Adobe teams in delivering to operating and service level targets
- Mentor team members on accurate processes and methods to ensure customer service excellence
- Work generally during customer core business hours, with occasional extended or on-call hours as needed
- Travel to customer sites approximately 5-10% of the time
What you need to succeed
- Native in Japanese and proficient in business English
- Bachelor’s Degree in a related technical field or equivalent experience
- 5+ years of full-time experience in technical account management, consultative technical customer support, or a related role in the technology space
- Extensive experience in complex enterprise IT environments in consulting, support, account management, or development roles
- Proven track record of leading paid support service proposals or solution offerings in pre-sales or consultative settings, contributing to service revenue growth
- Successful customer-facing skills, including developing and presenting effective presentations and leading high-profile customer calls and meetings
- Executive presence and finesse in all communications, with strong conflict-resolution skills
Internal Opportunities
Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We’re glad that you’re pursuing a new opportunity at Adobe!
Put your best foot forward:
1. Update your Resume/CV and Workday profile – don’t forget to include your uniquely ‘Adobe’ experiences and volunteer work.
2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you’re interested in.
3. Check out these tips to help you prep for interviews.
4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll.
Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.
At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.
Adobe is proud to be an Equal Employment Opportunity 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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