Senior Manager, Technical Account Management

Adobe Inc. • New York, NY • 2h ago

he OpportunityAdobe is revolutionizing the world by equipping people with the necessary tools to transform their concepts into tangible creations. Through our innovative solutions, individuals can craft engaging content that adds value to both personal and professional endeavors. Moreover, we assist organizations in establishing meaningful connections with their clientele, using data-driven insights to drive decision-making processes and generate impactful outcomes.Ultimate Success is Adobe's Digital Experience elite service, contributing to the success of our largest customers by wrapping Support Delivery and Technical Account Management around the customer. As a Manager of Technical Account Management, your goal is to lead a team of Technical Account Managers.What You'll Do Direct management responsibilities for all designated resources, team objectives, morale, and culture. Motivate the team to deliver outstanding customer experiences and value propositions. Set quarterly individual goals and provide ongoing performance feedback as well as formal performance appraisals. Attract, hire, and retain top talent for each functional role. Evaluate measurement criteria to determine trends in organizational performance, including: customer happiness, operating efficiency, solution adoption, and customer retention. Advocate for your team to drive global visibility and collaborate across boundaries on process improvements, customer concerns, and local business objectives. Engage in support of key accounts and critical issue management. Own one or more global programs for the Support leadership team. Partner with the Customer Success and Sales leadership team to align Support efforts to local sales and retention objectives.What You'll Need to Succeed Minimum of 5 years of people management experience in a fast-paced, enterprise-level, critical software support, professional services, or account management environment. Core skills/proficiencies include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Problem Solving, Effective Communication, Critical Thinking, Business Insight, and Technical Curiosity. Act as a role model to others: set an example of integrity, ethical behavior, and professionalism. Strong organizational skills: capable of prioritizing, managing, multitasking, and completing projects across different functions. Outstanding communication skills (presentation, written, and verbal) to interact with all levels of professional staff. Ability to explain complex concepts simply. Excellent problem-solving skills and ability to navigate complicated situations in a professional manner. Direct experience with Adobe's Data & Insights Solutions(Analytics, CJA) required, experience with overall Digital Experience solutions highly desired Minimum of 5 years of people management experience in a fast-paced, enterprise-level, critical software support, professional services, or account management environment. Core skills/proficiencies include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Problem Solving, Effective Communication, Critical Thinking, Business Insight, and Technical Curiosity. Act as a role model to others: set an example of integrity, ethical behavior, and professionalism. Strong organizational skills: capable of prioritizing, managing, multitasking, and completing projects across different functions. Outstanding communication skills (presentation, written, and verbal) to interact with all levels of professional staff. Ability to explain complex concepts simply. Excellent problem-solving skills and ability to navigate complicated situations in a professional manner. * Direct experience with Adobe's Data & Insights Solutions(Analytics, CJA) required, experience with overall Digital Experience solutions highly desired

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