Technical Account Manager/Customer Success manager

Job Description

· Ultimate Success is Adobe’s Digital Experience offering contributing to the success of our largest customers by wrapping Support Delivery and Technical Account Management around the customer. As a Manager for Technical Account Management your goal is to lead, coach, develop, and mentor a team of Technical Account Managers.

· Technical Account Managers (TAMs) build, develop, and maintain one-on-one relationships with our Ultimate Success customers. TAMs produce and deliver a prescribed set of technical services specifically designed to help Customers maintain operational health, while adopting new solutions and functionality to fully realize their investment.

· You will have successfully led a software and/or SaaS-based technical team in Professional Services, Support or Technical Account Management. You are a great communicator, have strong executive presence, perform well under pressure, have customer facing experience, managed a book of business, and are service and customer centric.

What you’ll do

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

· Motivate the team to deliver exceptional customer experiences though discovery and understanding of customer needs

· Set quarterly individual goals and provide ongoing performance feedback as well as formal performance appraisals and practice radical candor

· Evaluate measurement criteria to uncover 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

· Give back to the practice through extra curricular activities outside of your immediate responsibilities

· Attract, hire and retain top talent

· Engage in support of key accounts and critical issue management

· Partner with the Customer Success and Sales leadership team to align Support efforts to drive customer retention and value realization

Skills:

· 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 with a focus on building high performing teams

· Proven track record of ability to manage a complex book as well as mentor the team simultaneously

· Core skills/proficiencies include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Account Management, 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 and demonstrate what good looks like by doing

· Direct experience managing customer concerns successfully with a positive outcome maintaining high CSAT

· Excellent organizational skills, ability to prioritize, create clarity, remove roadblocks, and drive projects

· Outstanding communications skills (presentation, written, and verbal) to interact with all levels of the internal and customer organization

· Ability to explain complex concepts to direct reports, peers, customers and senior leadership

· Excellent problem-solving skills and ability to navigate complicated situations in a professional manner

· Direct experience with Adobe Digital Experience solutions highly desired - AEM workfront and Genstudio preferred