Adobe Inc.

Enterprise Technical Account Manager

Adobe Inc.$117K — $209K *
Enterprise Technology
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • 10 years of experience in technology roadmaps and support operations, ideally in consulting or customer-facing roles.
  • 5 years in a start-up or Fortune 500 environment with direct client interaction.
  • Bachelor's or advanced degree in relevant fields such as computer science or business.
  • Proven experience leading customer conversations to foster relationships and drive business value.
  • Strong presentation skills and executive presence for engaging with high-level stakeholders.
  • Excellent problem-solving abilities and conflict resolution skills with a customer-focused approach.
  • Hands-on knowledge of Adobe products and their integration to support client needs.

Responsibilities

  • Deliver ongoing technical excellence through proactive solution monitoring.
  • Lead customer sessions to identify both quick wins and long-term capability enhancements.
  • Proactively assess customer use cases to identify technical risks.
  • Increase product adoption through targeted customer engagement strategies.
  • Serve as a liaison for customer needs with internal Adobe teams.
  • Engage with executive-level clients to translate business requirements into technical solutions.
  • Assess and document technical environments for continuous improvement.

Benefits

  • Access to Adobe's Ultimate Success program and exclusive alpha/beta programs.
  • Professional development opportunities including mentoring and skill enhancement.
  • Opportunity to engage in strategic and quarterly business reviews with clients.
  • Hands-on involvement in customer-facing architectural and design discussions.
Full Job Description
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)


About Adobe Inc.

The Omniture product suite provides an integrated set of services: advanced web analytics and segmentation (SiteCatalyst, Discover and Data Warehouse), search marketing (SearchCenter), optimization (Advanced Testing and Targeting -- Offermatica and TouchClarity), and the marketing integration platform (Genesis). They also have an iPhone application that allows customers to sign into their Omniture account and view statistics from anywhere.

Adobe Inc. Careers

Join Adobe Inc., a global leader in digital media and digital marketing solutions, and be part of a team that thrives on innovation and creativity. Adobe offers unparalleled job opportunities that propel your career forward in an environment that fosters growth and leadership. Work You’ll Do At Adobe, you will be immersed in an atmosphere of innovative solutions and exceptional leadership, contributing to projects that drastically change the landscape of digital content. Our team at Adobe is dedicated to empowering creatives and enterprises alike through cutting-edge technology and expertise. Transform the World with Your Creativity Adobe’s mission is to change the world through digital experiences. We are looking for professionals who are passionate about creativity, technology, and driving significant market evolution. Join a diverse team that values individuality and the fresh perspectives each member brings. Lead in a Culture of Innovation Adobe Inc. is synonymous with fostering a culture of innovation where your ideas can pave the way for groundbreaking digital solutions. Our leadership is committed to nurturing a dynamic and inclusive workplace that promotes career growth and development. Collaborate with the Best Work alongside a global team of talented professionals who are leaders in their fields. At Adobe, you will enhance your skills through collaboration and be inspired by the creativity and dedication of your teammates. Our networking opportunities within the company are designed to foster connections that lead to lasting professional relationships. Explore Career Opportunities Adobe Inc. offers a range of career paths from software engineering to marketing, customer experience to IT. Explore job opportunities and internships that align with your skills and passions. Adobe is committed to hiring the best talent and providing them with the training, benefits, and support needed to succeed. Innovate and Grow Drive innovation as part of the Adobe team and see firsthand how your work contributes to the company’s success and your personal growth. Engage in projects that push the boundaries of technology and creativity. Future-Proof Your Career Adobe is dedicated to the development of its employees at all stages of their careers. We offer comprehensive training programs, including leadership development and diversity training, to ensure you are equipped for the future. Our benefits package is designed to support the well-being and financial security of our team members and their families. Stay Connected Join Our Team Search open positions that match your skills and interests. We look for driven, curious, creative, and solution-oriented team players. Start your journey with Adobe today by exploring our exciting career and internship opportunities. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Discover the rewarding and exciting opportunities that await at Adobe Inc.
Learn more about Adobe Inc.
Size
25,988 employees
Market Cap
$154.8 billion
Industry
Net Income
$5.2 billion
Founded
1982
5 Year Trend
+21.9%
Revenue
$12.8 billion
NASDAQ

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