The Senior Technical Account Manager (TAM) is accountable for the technical success of the customers. They are charged with developing and implementing a customer strategy critical for the health of their solution stack, 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 investment.
Employer Profile
Global software development company, well known in the digital area.
Responsibilities
Lead Ultimate Support engagement(s) as the technical executive point of contact throughout the Customer’s solution usage lifecycle. Advise and support customer’s technical strategy with Solutions via service delivery plans with clear outcomes.
Assess strategic Customer technical risks and opportunities and drive the extended team to build and deliver mitigation and & “get well” plans.
Drive clear communication across Customer operational areas for our biggest customers. Maintain regular and appropriate governance with both internal and external executive teams. Drive alignment and reporting on overall engagement status and outcomes.
Advocate for Customer across internal teams. Optimize client’s investment and accelerated task, issue execution and resolution. Drive innovation, roadmap influence, standard methodologies, and process improvement back into the ecosystem.
Consolidate comprehensive cadence across all technical partners and influence delivery achievements across multi-solution, multi-discipline engagements.
Work hands on with internal Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and the Consulting practice and third-party partners in support of customer’s technical success.
Support a matrixed services team that may involve multiple project teams from or client or partner organizations. Develop effective working relationships with Customer partners.
Make recommendations on how new and existing features fit within customer’s environments, supplying standard methodologies and recommendations!
To illustrate the value provided through the service you will prepare and hold regular service reviews as part of your leadership responsibilities.
Mentor immediate team members as needed.
Requirements
Bachelor’s Degree in related subject area of the technical industry. Equivalent experience will be considered.
Several years of 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 global companies and client side VPs, including CMOs and CXOs.
Very good 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 issues. Maintain deep ability to prioritize work against client goals.
Outstanding customer-facing skills that enable you to represent best within a customer’s environment. Driving discussions with multiple teams from developers and analysts to management and senior leadership.
Validated interpersonal, prioritization skills and an ability to work in a highly matrixed environment.
Capable of driving 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.
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 Magenta, Adobe Market, Adobe Target.
Travel when permitted to client locations (approximately 15-20 percent).
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