Sr. Manager, Technical Account Management

Adobe Inc. • New York, NY • 1h ago

Adobe's mission is to empower everyone to build. We develop innovative platforms and tools that unleash creativity, efficiency, and personalized customer experiences. 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 elite Customer Experience Orchestration service, supporting our largest customers by combining Support Delivery, Technical Account Management, and Customer Success. We offer proactive business and technical expertise to help customers develop high-performing digital experiences that generate real results. As a Senior Manager of Technical Account Management, you will lead a team of Technical Account Managers and Technical Account Directors dedicated to supporting Adobe's largest, most strategic accounts in regulated industries.Are you passionate about leading high-performing teams and helping enterprise customers achieve transformational outcomes? Do you thrive in environments where critical thinking meets hands-on leadership? If so, we'd love to hear from you!What you'll do You will have direct management responsibility for your team's resources, objectives, morale, and culture. We believe great leaders attract great talent - so you'll play a key role in hiring, developing, and retaining top performers across every functional role. Day to day, you will encourage your team in delivering outstanding customer experiences and compelling value propositions. You'll set quarterly individual goals, provide ongoing performance feedback, and conduct formal performance appraisals that drive growth and accountability. We expect you to bring deep inspection to the business - truly understanding your customers' challenges and enabling your group to assist customers in overcoming them. You'll partner with Product, Engineering, and the broader Adobe ecosystem to ensure your customers' needs are heard and prioritized. You will evaluate key performance indicators to identify trends in organizational health, including customer happiness, operating efficiency, solution adoption, and customer retention. We count on you to advocate for your team, driving global visibility and collaborating across boundaries on process improvements, customer concerns, and local business objectives. You'll also engage directly in support of key accounts and critical issue management, own one or more global programs for the Support leadership team, and partner with Customer Success and Sales leadership to align Support efforts to local sales and retention objectives.What you'll need to succeed We're looking for a leader with at least 5 years of people management experience in a fast-paced, enterprise-level software support, professional services, or account management environment. Have you led teams that support customers in highly regulated industries such as Financial Services, Healthcare, Life Sciences, or Government? That experience is strongly preferred! We value core proficiencies in Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Problem Solving, Effective Communication, Critical Thinking, Business Insight, and Technical Curiosity. You should act as a role model - setting an example of integrity, ethical behavior, and professionalism for your colleagues and peers. Strong organizational skills are a must - we need someone capable of prioritizing, managing, and completing projects across different functions. You should have outstanding communication skills (presentation, written, and verbal), along with explaining complex concepts simply. We also value excellent problem-solving skills along with navigating complicated situations professionally. * Direct experience with Adobe's Content Management Solutions (Workfront, AEM) is required, and experience with our broader Customer Experience Orchestration portfolio is hi

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