The Enterprise Technical Account Manager (eTAM) is a senior business-critical role responsible for overall solution health and maintaining a high standard of technical operational excellence to deliver customer value, accelerate solution use, and be the customer's advocate with Adobe product and engineering.
eTAMs quickly grasp a customer's landscape, assess their maturity and solution lifecycle, and identify immediate, short- and long-term wins. You will share expert guidance grounded in Adobe and industry standards.
Consistent technical rigor, dependable solution health, and a focus on customer needs are central to this role. Building a clear technical engagement strategy - and following through on it - is how eTAMs help customers succeed.
Responsibilities:
- Deliver consistent technical excellence through early engagement and ongoing solution health monitoring
- Lead capability roadmap and discovery sessions with customers to uncover both quick and larger engagements that increase adoption and product use
- Identify technical risk by understanding customer use cases, and flag potential challenges proactively
- Increase product adoption through measurable engagements that build customer understanding
- Maintain regular communication with internal and external teams, consistently representing customer needs
- Engage with Director and VP-Level executives to translate business needs into technical and operational plans
- Manage all technical challenges and ensure customers tickets and issues are fully addressed and resolved with urgency
- Work hands-on with cross-functional Adobe teams to ensure customers are provided with the highest level of proactive support and technical strategy based on Adobe/industry standards
- Make sure customers are aware of opportunities available through the Ultimate Success program and customer alpha/beta programs, and help them take part
- Provide detailed reviews of service disruptions, metrics, and prelaunch planning. Present clear data and insights to customer leadership
- Serve as the first point of contact for critical technical concerns, and coordinate resolutions with Adobe services, sales, product, and engineering teams
- Assess and document customers' technical environment to reveal ongoing insights, improvements, and optimization opportunities
- Proactively recommend how new and existing features fit within customers' environments, using industry and Adobe standards and proven methodologies
- Participate in customer-requested meetings, as well as strategic and quarterly business reviews (on-site and remote)
- Participate in project-based, consultant-led architectural and design discussions to ensure solutions are optimal for the customer(s)
- Continue developing your technical and interpersonal skills, and help mentor team members as needed
Requirements:
- 10 years of experience focused on building technology roadmaps, enablement plans, support and operations models in either a consulting setting or industry/client side
- 5 years in a start-up-minded environment, Fortune 500 company, or direct customer-facing consulting experience
- Bachelor's or advanced degree in computer science, information technology management, business, marketing/communications or related field
- Track record of leading critical customer conversations and bringing opportunities forward to build value and positive sentiment
- Experience building and delivering a technical health and enablement plan, and clearly articulate wins based on capability activation
- Deep understanding of how Adobe products fit together to deliver integrated workstreams that support adoption and account health
- Understand customer needs and organizational maturity, and tailor a technical adoption/enablement plan that fits
- Deliver value through product activation activities such as office hours, deskside coaching, value accelerators, and field engineering engagements
- Comfortable bringing opportunities to customers before being asked, rather than waiting to be prompted
- Demonstrated presentation skills, including comfort on camera and in front of audiences of all sizes
- Executive presence and direct experience building relationships with customer executives from Director to C-Suite
- Conflict resolution and negotiation skills
- Focus on resolving blocking and open technical issues quickly
- Excellent problem-solving skills, with the ability to identify and resolve issues thoroughly, using peers and internal resources as needed
- Regular travel to client locations for planning sessions, QBR/SBRs, and relationship development (approximately 20-30 percent)
- Familiarity, awareness, or strong working knowledge of development methodologies and technologies.
- Experience and familiarity with at least one of the Adobe capabilities including Content, Data, or Journeys
- Experience with Adobe products such as: Adobe Analytics, Adobe Audience Manager, AEM, Adobe Campaign, Adobe Journey Optimizer, Adobe Customer Journey Analytics, Adobe Target, AEP, Adobe Realtime Customer Data Platform, etc. (certification preferred)
Expected Pay Range: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 position is $141,300 - $254,200 annually. Pay within this range varies by work location and 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.
