The Opportunity
The Technical Account Director (TAD) is accountable for the technical health and success of Adobe's largest customers using Adobe’s Digital Experience Solutions. They are charged with developing and implementing a customer strategy critical for the health of their solution stack; driving adoption and usage; 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 Adobe investment. A TAD needs to have extended senior experience working with customer leadership and cross-functional teams providing Strategic Technical Health Leadership. The ideal candidate should have experience in program management and strategic alignment, leadership engagement and governance, and customer advocacy within Adobe.
What You'll Do
- Lead Ultimate Success engagement(s) as the technical executive point of contact throughout the Customer's solution usage lifecycle. Advise and support customer's technical strategy with Adobe Solutions to drive value.
- Assess strategic Customer technical risks and opportunities and drive the extended Adobe team to build and deliver mitigation and "get well" plans.
- Drive clear communication across Customer operational areas. 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 Adobe teams. Optimize client's investment and accelerated task, issue execution and resolution. Drive customer’s achievement of their key business objectives, innovation, roadmap influence, standard methodologies, and process improvement back into the Adobe ecosystem.
- Responsible for the global engagement model, review cycle across multiple business units and/or brands.
- Consolidate comprehensive cadence across all technical partners and influence delivery achievements across multi-solution, multi-discipline engagements.
- Work hands on with Adobe's internal Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and the Adobe Consulting practice and third-party partners in support of customer's success.
- Lead a matrixed services team that may involve multiple project teams from Adobe or client or partner organizations. Develop effective working relationships with Customer partners.
- Make recommendations on how new and existing features fit within customers' environments, supplying standard methodologies and recommendations.
- Lead project-based, consultant-led architectural and design discussions to ensure solutions are optimized.
What You Need To Succeed
- Bachelor's Degree in related subject area of the technical industry. Equivalent experience will be considered.
- At least 10-15 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 Adobe and client side VPs, including CMOs and CXOs.
- Strong 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 strong ability to prioritize work against client goals.
- Outstanding customer-facing skills that enable you to represent Adobe best within a customer's environment with the ability to drive discussions with multiple teams from developers and analysts to management and senior leadership.
- Validated interpersonal, prioritization skills and an ability to work independently 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 Commerce, Adobe Marketo, Adobe Target.
