Technical Account Manager 3

The TAM provides delivery management of support issues, and pro-active services passionate about improving customer IT operational health in assigned accounts. The value the TAM brings to the customer is successful operation, and hence realization of value, of Adobe products. The value for Adobe is increased customer happiness, reduced support costs, and awareness needed around product improvements.

We are looking for a technical candidate, with a strong development/consulting/support background and validated customer-facing, and relationship building skills. The TAM will deliver pro-active services, advice and mentorship, and be the customer's technical advocate within Adobe. This role will then coordinate with the Account Management, support, consulting, Tech-Ops and engineering teams in Adobe, to ensure technical queries are addressed, in a timely manner, to meet project time-lines and requirements. The TAM also needs a deep understanding of the products, and technologies involved, to help assigned accounts avoid issues, mitigate risks and lead through changes.

The position would require some travel to customer sites mainly in the United States.

Responsibilities:

• Delivery of pro-active and preventative services
• Pro-active notifications of upcoming releases and possible impact
• Leading and guiding customer through complex environment changes
• Onsite and production support
• Regular knowledge transfer sessions
• Coordinating/driving customer technical issues with support/engineering/consulting
• Handling technical issues, scheduled and unexpected
• Customer status calls and reporting
• Regular service reviews

Requirements:

• Multi-year experience working in complex enterprise IT environments in consulting/support/account management/development roles
• Very strong written and verbal communication skills
• Validated presentation skills, and experience organizing and running high-profile customer calls and meetings
• Ability to analyze enterprise software issues (Java, web-server, network, OS, DB/SQL)

Required knowledge and skills:

• Must-have: Customer-facing experience in enterprise projects, object-oriented programming experience (Java), SQL, Javascript, AngularJS, JQuery, CSS, MongoDB, web-server technologies
• Nice-to-have: Apache Sling, JCR, CQ/AEM, CRM, Adobe Analytics or other Marketing Cloud solutions
• Relevant skills: enterprise software (Windows Server, Linux, Unix, WebSphere, WebLogic, JBoss, Oracle, SQL, Java)
• Bachelor Degree in Computer Science, Engineering, or equivalent
• Proficiency in Analytical Problem Solving, Building Customer/Partner Relationships, Confidence, Cross-Boundary Collaboration, Impact and Influence, Interpersonal Awareness, Project Management, Strategic Insight, Product & Technology Expertise, Value Selling.