Technical Account Manager- 37367069

Job Title: Technical Account Manager
Location: Noida (Hybrid)
Shift: General Shift
Payroll: OmHRA

Role Overview

The Technical Account Manager serves as the ACS (Adobe Customer Solutions) technical owner, accountable for driving proactive technical health and removing barriers to ensure success resulting in value realization for customers.

The TAM has relationship leadership and project management skills, working with diverse customer and internal team members from practitioners to senior leadership. The TAM thinks strategically across business and technical objectives, helping customers maximise value from their product investment.

This is a post-sales position in which predominant job responsibilities and requirements occur after the sale of the company’s product to the client.

Key Responsibilities

Customer Engagement & Technical Leadership

• Lead outstanding client engagement as the technical executive point of contact throughout the customer’s solution lifecycle.
• Guide and support customer’s strategy with Adobe Solutions via mutual action plans with clear outcomes.
• Provide proactive technical leadership, personalized knowledge sharing, and business-critical insights across people, processes, and technology.
• Assess strategic customer technical risks and opportunities, and coordinate extended Adobe team to build and drive Ultimate Success plans.
• Deliver a prescribed set of technical services specifically designed to help maintain operational technical health of customer’s Adobe instances.

Governance & Stakeholder Management

• Maintain regular and appropriate governance with both internal and external executive teams.
• Drive alignment, facilitate and report on overall engagement status and outcomes.
• Coordinate well-rounded delivery cadence across all technical partners and achieve business objectives across multi-solution, multi-discipline engagements.
• Work hands-on with Adobe’s internal Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and the Adobe Consulting practice and third-party partners in support of customer’s technical success.

Issue Management & Customer Advocacy

• Supervise the management of technical critical issues and customer concerns.
• Advocate for the customer across internal Adobe teams.
• Optimize client’s product investment.
• Make recommendations on how new and existing features fit within customers’ environments, supplying standard methodologies and recommendations.

Innovation & Continuous Improvement

• Drive innovation, roadmap influence, standard methodologies, and process improvement back into the Adobe ecosystem.
• Mentor immediate team members as needed.

Required Qualifications

Education

• Bachelor’s degree or equivalent experience in Computer Science, Information Technology, or a related field; advanced degree preferred.

Experience

• A proven track record in a similar role within the Information Technology sector.
• Demonstrated experience in managing large-scale, multi-solution, and multi-discipline engagements.
• Experience collaborating with cross-functional teams and global collaborators.
• Ability to thrive in a fast-paced environment with strict adherence to timelines.

Technical Skills

• Strong understanding of Adobe DX products (Adobe Experience Platform) and services, with the ability to determine how they can be successfully implemented within a customer’s environment.
• Hands-on experience on at least one DX product; multiple products experience preferred.

Communication & Leadership

• Outstanding communication skills with the ability to explain complex technical solutions to both technical and non-technical collaborators.
• Relationship leadership and project management capabilities.
• Ability to work effectively with stakeholders ranging from practitioners to senior leadership.

Role Focus Areas

• Customer Success & Value Realization
• Technical Leadership & Strategic Guidance
• Executive Stakeholder Management
• Adobe Experience Platform (DX Products)
• Technical Governance & Operational Health
• Cross-Functional Collaboration
• Post-Sales Customer Engagement
• Risk Management & Issue Resolution
• Innovation & Process Improvement
• Project & Program Management