Technical Account Manager

Responsibilities

• Be a central point of contact while ensuring high levels of customer satisfaction for your assigned customer accounts
• Maintain regular communication with both the external and internal teams, constantly handling customer expectations
• Engage with Director and VP-Level executives to translate business needs into technical and operational plans
• Work hands-on with Client Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and the rest of the Consulting practice to address issues, questions, and requests
• Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning
• Analyze and present impactful data and insight to leadership
• Demonstrate knowledge of your customers' environments to assist Client service teams in better serving your customers
• Serve as a first point of critical issues for customer concerns relating to technical issues and coordinate and drive resolutions with Adobe services, sales, and product teams
• Ensure timely response and resolution to technical and product outstanding items
• Assess and document customers' technical environment to reveal ongoing insight and improvement opportunities
• Make recommendations on how new and existing features fit within customers' environments, supplying standard methodologies and guidance
• Participate in customer-requested meetings and quarterly business reviews (on-site and remotely)
• Participate in project-based, consultant-led architectural and design discussions to ensure solutions are optimal for the customer(s)
• Provide proactive status updates to required parties
• Host periodic checkpoint and status calls with customer and internal partners
• Identify enablement goals and plans
• Continually develop both technical and soft skills individually and assist in mentoring immediate team members as needed

Skills:
Requirements

• Bachelor's Degree in related field of the technical industry or equivalent experience
• At least five years of full-time experience in consultative, customer support and/or related role in marketing technology
• Exceptional CX focus and abilities
• Demonstrable ability to adapt to new technologies and learn quickly
• Proven presentation skills, including confidence and comfort over the phone and in front of audiences both small and large
• Professional demeanor, ability to collaborate with and lead teams with dynamic strengths throughout Client, and presenting with client managers, directors, and VPs including CMOs and CXOs.
• Excellent, sophisticated written and verbal communication skills
• Strong conflict resolution and negotiation skills
• Tenacious in driving closure around blocking issues and open technical issues
• Strong personal organization skills, as well as prioritization and time management skills
• Ability to manage multiple, sophisticated, high-priority tasks and situations across multiple accounts
• Excellent problem-solving skills, with a validated ability to identify issues, tackle them quickly and thoroughly, using peers and internal resources as applicable
• Travel to client locations as (approximately 15-20 percent)
• Familiarity, awareness, or strong solid understanding of development methodologies and technologies in one or more than of the following: JavaScript, jQuery, Java, JSP; HTML, HTML5, XHTML, CSS; REST, XML, J2EE Application Services, Database Technologies, LDAP Server Technology, OSGI Framework
• Tagging and implementation familiarity or experience
• Analysis principles and interpretation experience
• Understanding of and experience with marketing software and domain principles
• Experience and familiarity with the following Client solutions (a plus but not a hard requirement): Adobe Experience Manager, Client Workfront or Client Experience Platform
• Familiarity with Agile development methodologies, such as, Scrum
• Familiarity with SaaS UX and navigation
• Understanding of performance tuning and optimization
• Understanding with debugging coding languages
• API-level knowledge of third-party applications is a plus
• Comprehension or experience in a wide-range of computer operating systems and software with emphasis on installation, solving, upgrading, integration and client/server operations is desired

Education:

• Bachelor's Degree in related field of the technical industry or equivalent experience