Manager, Technical Account Management, Premier Support

Adobe Systems Incorporated Chicago , IL 60602

Posted 2 months ago

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!

The Opportunity

At Adobe, we're changing the world. How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. Adobe is behind the elegant content that streams across your laptop, TV, phone, and tablet every day-and we're the ones who harness data to help companies move from data to insight and insight to action by delivering relevant content.

Premier Support 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.

Technical Account Managers build, develop, and maintain one-on-one relationships with our Premier customers. They produce and deliver a prescribed set of technical services specifically designed to help them maintain operational health, while adopting new solutions and functionality to maximize their investment.

What you'll do

  • Direct management responsibilities for all designated resources, team objectives, morale and culture

  • Motivate the team to deliver exceptional customer experiences and value propositions

  • Setting quarterly individual goals and providing ongoing performance feedback as well as formal performance appraisals

  • Attract, hire and retain top talent for each functional role

  • Evaluate measurement criteria to evaluate 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

  • Engaging 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: sets an example of integrity, ethical behavior and professionalism

  • Excellent organizational skills: ability to prioritize, run, multi-task and execute projects multi-functionally

  • Outstanding communications 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

  • Familiarity with SaaS solutions or Adobe Digital Experience solutions a plus

More reasons why Adobe life is the good life

  • Skip those awful "performance reviews."

  • Work in a place that cultivates great leaders throughout the organization. A place that understands that product innovation comes from people innovation.

  • Those "best places to work" lists love us (in multiple countries), here's why.

  • Put your mind at ease with our health and welfare benefits, industry-competitive salary, and more.

  • The work is awesome. The people are awesome. There's no better place to make an impact. See what our employees are sharing about Adobe life.

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where feedback flows freely.

If you're looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the significant benefits we offer.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

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Manager, Technical Account Management, Premier Support

Adobe Systems Incorporated