Sr. Technical Account Manager

Adobe Inc.
United States, Utah, Lehi
3900 N Adobe Way (Show on map)
Mar 25, 2025
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! Senior Technical Account Manager - Digital Media The Senior Technical Account Manager (TAM) is a member of the Digital Media support delivery team. The TAM provides services to one or more of Adobe's largest and most strategic customers who have purchased an Adobe Support Plan and require an experienced technical professional to work with them. In this role, the Senior TAM demonstrates deep technical expertise, exceptional customer service, and advanced account management skills. They are entrusted with the most complex and critical customer accounts and play a pivotal role in driving proactive technical success and customer satisfaction of these strategic clients. What you'll Do Establish and maintain highly strategic and influential relationships across the customer's organization. Act as the customer's trusted advisor and champion for technical strategies while maintaining a strong focus on aligning with Adobe's business goals. Demonstrate executive presence and finesse in all communications, particularly in complex, emotionally charged situations. Lead high-profile customer calls and meetings with ownership, assertiveness, prioritization, organization, direction, and issue resolution while aligning to meet objectives. Possess an in-depth understanding of Adobe's product offerings, with the ability to provide comprehensive technical guidance to both customers and colleagues Drive customer utilization of Adobe products in their workflow to provide enhanced results Demonstrate the ability to measure and report the impact of change initiatives, showing tangible, positive results. Leverage a deep understanding of each customer's technical and business strategies, objectives, requirements, priorities, and Adobe products implemented in their environment to identify complex needs and propose innovative solutions that accelerate the customer's success Navigate customers through the implementation and utilization of Adobe's AI and generative AI technologies, remaining at the forefront of industry trends and Adobe product capabilities Assess customer health, technical risks, and opportunities, and develop and implement sophisticated mitigation plans. Anticipate and proactively address complex problems to avoid or reduce impact. Engage in impactful activities with the customer such as knowledge transfer sessions, service reviews, solution reviews, roadmap reviews, and technical business objective discussions. Think strategically about the customer's business, product, and technical challenges, guiding them to realize their business objectives through Adobe solutions. Advise customers on upcoming product releases, potential impacts, and guide them through complex environment changes and upgrades Lead technical discussions leading to critical issue resolution, ensuring the customer's continued success and satisfaction. Make and meet all commitments, building trust with customers and co-workers Innovate and improve processes across the Adobe ecosystem, enhancing efficiency and customer experience. Consistently enhance the knowledge base by sharing proven methods, standard approaches, and advanced techniques. Drive innovation and influence product roadmaps by providing strategic insights to Adobe teams, based on in-depth understanding of the customer needs and environment Maintain accurate and up-to-date customer and account information Ensure all collaborators are accountable and reinforce accountability across Adobe teams in meeting operating and service level targets. Expertly mentor and coach team members, contributing to their professional development and ensuring that they provide excellent customer service Work hours broadly align with customers' core business hours, with occasional extended or on-call hours as needed Travel when permitted to customer sites (approximately 5-10%) What you need to succeed Bachelor's Degree in related subject area of the technical industry or equivalent experience will be considered 5+ years of full-time experience in technical account management, consultative technical customer support, and/or related role in the technology space Experience in the digital video audio (DVA), production, or post-production industry preferred 2+ years of experience with Adobe Creative Cloud products (Premier Pro, After Effects, Media Encoder preferred) Extensive experience working in complex enterprise IT environments in consulting, support, account management or development roles Demonstrated executive presence and finesse in all communications, strong conflict-resolution skills, and a proven track record of developing and delivering effective presentations to senior executives Program management or project management experience preferred Application Window Notice If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least 04/28/2025 12:01 AM Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this positionis $113,400 -- $204,400 annually. Paywithin this range varies by work locationand may also depend on job-related knowledge, skills,and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process. At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP). In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award. Adobe is proud to be anEqual Employment Opportunityand affirmative action 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 applicable characteristics protected by law.Learn more. Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, emailaccommodations@adobe.comor call (408) 536-3015. Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other's employees.