Sr. Mgr, Technical Account Mgmt

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
Adobe is revolutionizing the world by equipping people with the necessary tools to transform their concepts into tangible creations. Through our innovative solutions, individuals can craft engaging content that adds value to both personal and professional endeavors. Moreover, we assist organizations in establishing meaningful connections with their clientele, using data-driven insights to drive decision-making processes and generate impactful outcomes.
Ultimate 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.
What You'll Do

• Direct management responsibilities for all designated resources, team objectives, morale, and culture.
• Motivate the team to deliver outstanding customer experiences and value propositions.
• Set quarterly individual goals and provide ongoing performance feedback as well as formal performance appraisals.
• Attract, hire, and retain top talent for each functional role.
• Evaluate measurement criteria to determine 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.
• Engage 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: set an example of integrity, ethical behavior, and professionalism.
• Strong organizational skills: capable of prioritizing, managing, multitasking, and completing projects across different functions.
• Outstanding communication 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 is a plus.

More Reasons Why Adobe Life is the Good Life

• Work in a place that cultivates great leaders throughout the organization. A place that understands that product innovation comes from people's 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 exciting. The people are fantastic. There's no better place to make an impact. See what our employees are sharing about Adobe life.

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 position is $142,500 -- $235,600 annually. Pay within this range varies by work location and 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 an Equal Employment Opportunity and 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, email or 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.