Technical Account Director

At Adobe, we’re changing the world. How? We give people the tools to bring their ideas to life and build content that makes life more fun and work more significant. We give businesses and organizations the power to truly engage their customers. We're the ones behind the elegantly crafted content that streams across your laptop, TV, phone, and tablet every day—and we harness the technological capabilities to help companies move from data to insight, and insight to action, by delivering content that appeals to people most.

We’re a company that understands that product innovation comes from people innovation, and that’s why we invest in developing leaders throughout the organization. Adobe is growing rapidly and finding new ways to harness the potential of its software, people, and values in a developing digital economy!

Technical Account Directors (TAD) are accountable for the technical success of Adobe’s largest and most strategic customers. They develop and maintain a customer strategy, critical for the health of the solution stack, driving adoption and usage, risk mitigation and alignment across Customer executives and senior level decision makers. They will use an extensive network of internal resources such as technical & product specialists, customer success champions and a team of supporting personnel with the goal of enabling the Customer to fully bring to bear their Adobe investment.

Responsibilities

• Lead outstanding support engagement as the technical executive point of contact throughout the Customer’s solution lifecycle. Guide and support customer’s strategy with Adobe Solutions via service delivery plans with clear outcomes.
• Assess strategic Customer technical risks and opportunities, and coordinate extended Adobe team to build and drive “get well” plans.
• Drive clear communication across Customer operational areas. Maintain regular and appropriate governance with both internal and external executive teams. Drive alignment, facilitating and reporting on overall engagement status and outcomes.
• Advocate for Customer across internal Adobe teams. Optimize client’s product investment. Drive innovation, roadmap influence, standard methodologies, and process improvement back into the Adobe ecosystem.
• Responsible for the global engagement model, and review cycle across multiple BU’s and/or brands.
• 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.
• Lead a matrixed services team that may involve multiple project teams from Adobe, client, or partner organizations. Develop effective working relationships with Customer partners.
• Make recommendations on how new and existing features fit within customers’ environments, supplying standard methodologies and recommendations.
• Lead project-based, consultant-led architectural and design discussions to ensure solutions are optimized.
• Mentor immediate team members as needed.

Requirements

• Bachelor’s Degree in related subject area of the technical industry. Equivalent experience will be considered.
• 10 to 15 years experience in a senior capacity in consultative, customer support, customer success and/or related role in marketing technology.
• Strong executive presence. Ability to collaborate multiple teams throughout Adobe and client-side VPs, including CMOs and CXOs.
• Strong presentation skills, including confident presence over the phone and via conference tools. Leading meetings, workshops, and reviews in front of audiences both small and large.
• Strong conflict-resolution skills to drive closure to customer concerns and open technical requests. Strong organization ability to prioritize work against client goals.
• Outstanding customer-facing skills that enable you to represent Adobe best within a customer’s environment. Driving discussions with multiple teams from developers and analysts to management and senior leadership.
• Capable of driving awareness and resolution across a broad set of issues with the Customer: technical, architecture, business process, and partnerships.
• Ability to think strategically about business, product, and technical challenges to help our customers realize the software investment, efficiencies, advantages, and innovations.
• Awareness of development methodologies and technologies and understanding of and experience with marketing software and domain principles.
• Ability to lead, fast paced, high-priority tasks, use cases, and work streams across multiple Adobe products.
• Excellent problem-solving skills, with a demonstrable ability to identify issues, solve them quickly and thoroughly, coordinating peers and internal resources where required.
• Experience of a wide range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration, administration and client/server operations is desired
• Understanding of performance tuning and optimization. Understanding or experience in debugging coding languages. API-level knowledge of third-party applications is a plus.
• Experience and familiarity with the following (a plus but not a hard requirement): Adobe Analytics, Adobe Audience Manager (AAM), Adobe Experience Manager (AEM), Adobe Experience Platform (AEP), Adobe Campaign, Adobe Commerce, Adobe Marketo, Adobe Target.
• Travel when permitted to client locations (approximately 25-50 percent)!

As our many awards will tell you, at Adobe you’ll be immersed in an exceptional work environment that is recognized around the world. You’ll be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing 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,https://blog.adobe.com/en/topics/adobe-lifeand explore the fantastic benefits we offer atRewards.adobe.com.

Adobe is an equal opportunity employer. We hire talented individuals, regardless of gender, race orcolour, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. This is what it means to be Adobe For All.

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.

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.

Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.

Let’s Adobe together

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.

Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic. Learn more.

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