Senior Technical Account Manager Creative Cloud

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!

Senior Technical Account Manager - Digital Media

The Senior Technical Account Manager (TAM) is a member of the Digital Media support delivery team . The TAM provid es se rvices to one or more of Adobe's largest and most strategic customers who have purchased an Elite Adobe Support Plan and require a seasoned technical professional to work with them. In this role, the Senior TAM demonstra te s deep technic al expert ise , exceptional customer service, and advanced account management skills. They are entrusted with the most complex and critical customer accounts and play a pivotal role in driving proactive technical success and customer satisfaction of these strategic clients.

What you'll Do

Establish and maintain highly strategic and influential relationships across the customer’s organization, including C-level executives and key customers

Act as the trusted advisor and champion for the customer’s technical strategies w hile mainta ining a strong focus on aligning with Adobe’s business goals.

Demonstrate executive presence and finesse in all communications , particularly in complex, emotionally charged situations .

Lead high-profile customer calls and meetings with ownership, assertiveness, prioritization, organization, direction, and issue resolution while aligning with collaborators and customers to meet objective s .

Possess an in-depth understanding of Adobe’s product offerings, with the ability to provide comprehensive technical guidance to both customers and colleagues

Drive customer utilization of Adobe products in the ir workflow to provide enhanced results

Demonstrate the ability to measure and report the impact of change initiatives, showing tangible, positive results.

Leverage a deep understanding of each customer’s technical and business strategies, objectives , requirements, priorities , and Adobe products implemented in their environment to identify complex needs and propose innovative solutions that accelerate the customer’s success

Navigate customers through the implementation and utilization of Adobe’s AI and generative AI technologies , remaining at the forefront of industry trends and Adobe product capabilities

Assess customer health, technical risks , and opportunities, and develop and implement sophisticated mitigation plans.

Anticipate and proactively address complex problems to avoid or re duce impact.

Engage in valued activities with the customer such as knowledge transfer sessions , service reviews , solution reviews, roadmap reviews, and technical business objective discussions .

Think strategically about the customer’s business, product, and technical challenges , guiding them to realize their business objectives through Adobe solutions.

Advise customers on upcoming product releases , potential impacts, and guide them through complex environment changes and upgrades

L ead technical escalations and critical issue resolution , ensuring the customer’s continued success and satisfaction.

Make and meet all commitments, building trust with customers and co-workers

Innovate and improve processes across the Adobe ecosystem, enhancing efficiency and customer experience.

Continuously contribute to the knowledge base by sharing proven approaches, standard methodologies, and advanced techniques .

Drive innovation and i nfluence product roadmap s by providing strategic insights to Adobe teams, based on in-depth understanding of the customer needs and environment

Maintain accurate and up-to-date customer and account information

Ensure accountability across all responsible parties and reinforce ownership within Adobe teams to meet operating and service level targets.

Expertly mentor and coach team members , contributing to their professional development and ensuring that they provide high-touch customer service

Work hours broadly align with 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 or e quivalent experience will be considered

5 + years of full-time experience in technical account management, consultative technical customer support , and / or related role in the technology space

Experience in the digital video audio, production , or post-production indust ry preferred

Hands-on expertise in Adobe Creative Cloud applications focused on video and audio workflows

Extensive experience working in complex enterprise IT environments in consulting, support, account management or development roles

Demonstrated e xecutive presence and finesse in all communications, strong conflict-resolution skills , and a proven track record of developing and delivering effective presentations to senior executives

Program management or project management experience preferred

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this positionis $113,400 $204,400 annually. Paywithin this range varies by work locationand may also depend on job-related knowledge, skills,and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

State-Specific Notices :

California :

Fair Chance Ordinances

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

Colorado :

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Massachusetts :

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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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