Technical Account Manager

The Role

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Customer Planning & Documentation

Create, update, and maintain key customer-facing documents, including:Mutual Action Plans (MAP)Value Runbook AssessmentsStrategic Business ReviewsAnnual Account PlansThese are done in partnership with Customer Success Managers(CSM)Field Engineers (FEs), Sales who provide guidance and feedback to align deliverables to customer business objectives.

Internal Collaboration with Field Engineering

Attend internal planning calls with FEs to review customer objectives and discuss MAPs.Ensure Success Accelerators are properly included in account plans.Engage FEs as needed for customer delivery as part of the broader Ultimate Success ecosystem.

Outcome Capture & Reporting

Capture and report customer outcomes — both qualitative and quantitative — tied to engagements such as Deskside Coaching.Document improvements in efficiency, productivity, and performance.Collect and record customer verbatim feedback.

Success Accelerator Support

Support delivery of Success Accelerators such as:Operating Model & Change ManagementDigital Strategy & RoadmapsTool Workflow & Governance OptimizationCollaborate with FEs on accelerator selection and removing value blockers.

Technical Skills

Strong working or implementation knowledge Adobe Experience Cloud products specifically, AEP RTCDP and AJOAbility to understand customer technical environments, architectures, and integrationsFamiliarity with implementation patterns, APIs, and data flowsAbility to troubleshoot and triage technical issues at a high level

Strategic & Business Skills

Account planning and management (MAPs, business reviews, roadmaps)Value realization and ROI framingBusiness case development and executive storytellingUnderstanding of customer KPIs and how our solutions map to themDigital strategy and roadmap development

Communication & Relationship Skills

Executive-level communication and presentation skillsAbility to engage and influence C-suite and senior stakeholdersStrong written communication for customer-facing documentationRelationship building and trust development with key customer contacts

Project & Program Management

Ability to manage multiple workstreams and customer priorities simultaneouslyCoordinating across internal teams (Field Engineering, Support, Sales, Consulting)

Tracking and reporting on customer outcomes and milestones

Analytical & Problem-Solving SkillsAbility to assess customer health xzbcwsv signals and risksIdentifying adoption gaps and recommending corrective actionsData-driven decision making and outcome measurement

Collaboration & Internal Engagement

Working closely with Field Engineers on Success Accelerators and deliveryPartnering with CSMs, SSMs, and account teamsEscalation management and cross-functional coordination

Education

Minimum Education

Bachelor's degree is typically the baseline requirement, commonly in fields such as:Computer ScienceInformation TechnologyEngineeringBusiness AdministrationMarketing or Communications (for more business-focused TAM roles)Certifications (Often a Plus)Adobe product certifications (e.g., Adobe RTCDP, Adobe Journey Optimizer )

Compensation

$80.39 - $90.39/hr (W2)

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