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Adobe Inc. Senior Manager, Technical Account Management in Seattle, Washington

Our CompanyChanging 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!At Adobe, we're changing the world. How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. Adobe is behind the elegantly content that streams across your laptop, TV, phone, and tablet every day-and we're the ones who harness data to help companies move from data to insight and insight to action by delivering relevant content.Premier Support is Adobe's Digital Experience best-in-class service offering contributing to the success of our largest customers by wrapping Support Delivery and Technical Account Management around the customer.As a Senior Manager in the Premier Support group your goal is to lead a team of senior Technical Account Managers and Technical Account Directors.Technical Account Directors are responsible for the technical success of Adobe's largest and most sophisticated customers. They are responsible for developing and executing a customer strategy critical for the health of the solution stack, driving adoption and usage, risk mitigation and alignment across Customer executives and senior level decision makers.You will have successfully led a software and/or SaaS-based technical team in Professional Services, Support or Technical Account Management. You are an extraordinary communicator, have strong executive presence, perform well under pressure, and are passionate about customer success and premium service delivery.What you'll doPractice lead for Technical Account Director program, accountable for the results, framework, processes and critical metricsWork hands on with Adobe's internal Customer Success, Professional Services and Managed Services practices for mutual alignment and align Support efforts to local sales and retention objectivesExecutive Sponsor and Advocate for Top Accounts across internal Adobe teams. Optimize client's investment and accelerated task, issue execution and resolution. Drive innovation, roadmap influence, standard methodologies, and process improvement back into the Adobe ecosystemDirect management responsibilities for all designated resources, team objectives, morale and culture, motivate the team to deliver exceptional customer experiences and value propositionsSetting quarterly individual goals and providing ongoing performance feedback as well as formal performance appraisalsAttract, hire and retain top talent for each functional role!Evaluate measurement criteria to evaluate trends in organizational performance, including: customer happiness, operating efficiency, solution adoption and customer retentionAdvocate for your team to drive global visibility and collaborate across boundaries on process improvements, customer concerns, and local business objectivesWhat you'll need to succeedBachelor's Degree in related subject area of the technical industry. Equivalent experience will be considered.At least 10-15 years of experience in people management and leadership role in consultative, customer support, customer success and/or related role in marketing technologyExecutive presence. Ability to collaborate multiple teams throughout Adobe and client-side VPs,

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