Enterprise Technical Account Manager

Adobe; United States; On-site; USD 117,000 - 210,000; Full time

Job summary

Adobe is seeking an Enterprise Technical Account Manager (eTAM) to own solution health and deliver customer value through technical leadership and strategic engagements. You will guide customers through maturity assessments, roadmaps, and enablement plans while partnering with Adobe product and engineering teams.

You will interact with executives and cross-functional teams to ensure rapid issue resolution, proactive support, and measurable adoption of Adobe capabilities across complex

Qualifications

• Ten years of experience building technology roadmaps and enablement plans.
• Five years in a start-up minded environment or direct customer-facing consulting.
• Proven ability to lead executive-level customer conversations and translate business needs into technical plans.

Responsibilities

• Deliver consistent technical excellence through early engagement and ongoing solution health monitoring.
• Lead capability roadmap and discovery sessions to uncover quick and larger engagements.
• Identify technical risk by understanding customer use cases and flag challenges proactively.
• Increase product adoption through measurable engagements.
• Maintain regular communication with internal and external teams representing customer needs.
• Engage with Directors and VP-Level executives to translate business needs into technical and operational plans.
• Manage all technical challenges and ensure tickets are addressed with urgency.
• Work with cross-functional Adobe teams to provide proactive support and technical strategy.
• Highlight opportunities through Ultimate Success and alpha/beta programs for customers.
• Provide reviews of service disruptions, metrics, and prelaunch planning with clear data insights.

Skills

Executive presence

Customer advocacy

Presentation skills

Relationship building

Education

Bachelor’s or advanced degree in computer science, information technology management, business, marketing/communications or related field

Tools

Adobe Analytics

Adobe Audience Manager

AEM

Adobe Campaign

Adobe Journey Optimizer

Adobe Customer Journey Analytics

Adobe Target

AEP

Realtime CDP

Job description

The Enterprise Technical Account Manager (eTAM) is a senior business-critical role responsible for overall solution health and maintaining a high standard of technical operational excellence to deliver customer value, accelerate solution use, and be the customer’s advocate with Adobe product and engineering.

eTAMs quickly grasp a customer's landscape, assess their maturity and solution lifecycle, and identify immediate, short- and long-term wins. You will share expert guidance grounded in Adobe and industry standards.

Consistent technical rigor, dependable solution health, and a focus on customer needs are central to this role. Building a clear technical engagement strategy — and following through on it — is how eTAMs help customers succeed.

Responsibilities

• Deliver consistent technical excellence through early engagement and ongoing solution health monitoring
• Lead capability roadmap and discovery sessions with customers to uncover both quick and larger engagements that increase adoption and product use
• Identify technical risk by understanding customer use cases, and flag potential challenges proactively
• Increase product adoption through measurable engagements that build customer understanding
• Maintain regular communication with internal and external teams, consistently representing customer needs
• Engage with Director and VP-Level executives to translate business needs into technical and operational plans
• Manage all technical challenges and ensure customers tickets and issues are fully addressed and resolved with urgency
• Work hands-on with cross-functional Adobe teams to ensure customers are provided with the highest level of proactive support and technical strategy based on Adobe/industry standards
• Make sure customers are aware of opportunities available through the Ultimate Success program and customer alpha/beta programs, and help them take part
• Provide detailed reviews of service disruptions, metrics, and prelaunch planning. Present clear data and insights to customer leadership
• Serve as the first point of contact for critical technical concerns, and coordinate resolutions with Adobe services, sales, product, and engineering teams
• Assess and document customers’ technical environment to reveal ongoing insights, improvements, and optimization opportunities
• Proactively recommend how new and existing features fit within customers’ environments, using industry and Adobe standards and proven methodologies
• Participate in customer-requested meetings, as well as strategic and quarterly business reviews (on-site and remote)
• Participate in project-based, consultant-led architectural and design discussions to ensure solutions are optimal for the customer(s)
• Continue developing your technical and interpersonal skills, and help mentor team members as needed

Requirements

10 years of experience focused on building technology roadmaps, enablement plans, support and operations models in either a consulting setting or industry/client side

5 years in a start-up-minded environment, Fortune 500 company, or direct customer-facing consulting experience

Bachelor’s or advanced degree in computer science, information technology management, business, marketing/communications or related field

Track record of leading critical customer conversations and bringing opportunities forward to build value and positive sentiment

Experience building and delivering a technical health and enablement plan, and clearly articulate wins based on capability activation

Deep understanding of how Adobe products fit together to deliver integrated workstreams that support adoption and account health

Understand customer needs and organizational maturity, and tailor a technical adoption/enablement plan that fits

Deliver value through product activation activities such as office hours, deskside coaching, value accelerators, and field engineering engagements

Comfortable bringing opportunities to customers before being asked, rather than waiting to be prompted

Demonstrated presentation skills, including comfort on camera and in front of audiences of all sizes

Executive presence and direct experience building relationships with customer executives from Director to C-Suite

Conflict resolution and negotiation skills

Focus on resolving blocking and open technical issues quickly

Excellent problem-solving skills, with the ability to identify and resolve issues thoroughly, using peers and internal resources as needed

Regular travel to client locations for planning sessions, QBR/SBRs, and relationship development (approximately 20-30 percent)

Familiarity, awareness, or strong working knowledge of development methodologies and technologies.

Experience and familiarity with at least one of the Adobe capabilities including Content, Data, or Journeys

Experience with Adobe products such as: Adobe Analytics, Adobe Audience Manager, AEM, Adobe Campaign, Adobe Journey Optimizer, Adobe Customer Journey Analytics, Adobe Target, AEP, Adobe Realtime Customer Data Platform, etc. (certification preferred)

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.

Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.

Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic. Learn more.

Adobe aims to make our Careers website and recruiting process accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email [e-mail] .

AI Use Guidelines for Interviews:

Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.

At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience .

Expected Pay Range:

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this positionis $117,300 - $209,600 annually. Paywithin this range varies by work locationand may also depend on job-related knowledge, skills,and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

State-Specific Notices:

California:

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Massachusetts:

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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