Technical Account Manager

Cypress HCM; New York (NY); On-site; USD 110,000 - 124,000; Full time

Benefits offered by this job

Competitive hourly rate

Job summary

Cypress HCM seeks a Customer Planning & Documentation professional in New York to create, update, and maintain key customer-facing documents such as MAPs, Value Runbook Assessments, Strategic Business Reviews, and Annual Account Plans.

You will partner with Customer Success Managers, Field Engineers, and Sales to align deliverables with customer objectives, and participate in internal planning to advance success initiatives. Strong communication and project management skills are essential.

Qualifications

• Bachelor's degree or higher in a relevant field is typically required.
• Experience coordinating with multiple stakeholders and translating business objectives into outputs.

Responsibilities

• Create, update, maintain MAPs, Value Runbook Assessments, SBRs, and Annual Account Plans.
• Collaborate with Customer Success Managers, Field Engineers, and Sales to align deliverables with customer objectives.
• Attend internal planning calls with Field Engineers to review objectives and MAPs.
• Capture and report customer outcomes and KPIs tied to engagements.
• Support delivery of Success Accelerators such as Operating Model, Digital Strategy, and Tool Governance.
• Coordinate across internal teams (Field Engineering, Support, Sales, Consulting) to manage multiple workstreams.
• Escalation management and cross-functional coordination.
• Develop executive-level storytelling and business case materials.

Skills

Executive communication

Stakeholder engagement

Project management

Data-driven decisions

Analytical skills

Education

Bachelor's degree in Computer Science

Bachelor's degree in Information Technology

Bachelor's degree in Engineering

Bachelor's degree in Business Administration

Bachelor's degree in Marketing or Communications

Adobe product certifications (e.g., RTCDP, Journey Optimizer)

Tools

Adobe Experience Cloud

AEP RTCDP

Adobe Journey Optimizer

APIs

Job description

• Create, update, and maintain key customer-facing documents, including:
• Value Runbook Assessments
• Strategic Business Reviews
• Annual Account Plans
• These 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.

The Role

Customer Planning & Documentation

• Create, update, and maintain key customer-facing documents, including:
• Mutual Action Plans (MAP)
• Value Runbook Assessments
• Strategic Business Reviews
• Annual Account Plans
• These 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 Management
• Digital Strategy & Roadmaps
• Tool Workflow & Governance Optimization
• Collaborate with FEs on accelerator selection and removing value blockers.

Technical Skills

• Strong working or implementation knowledge Adobe Experience Cloud products specifically, AEP RTCDP and AJO
• Ability to understand customer technical environments, architectures, and integrations
• Familiarity with implementation patterns, APIs, and data flows
• Ability 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 framing
• Business case development and executive storytelling
• Understanding of customer KPIs and how our solutions map to them
• Digital strategy and roadmap development

Communication & Relationship Skills

• Executive-level communication and presentation skills
• Ability to engage and influence C-suite and senior stakeholders
• Strong written communication for customer-facing documentation
• Relationship building and trust development with key customer contacts

Project & Program Management

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

Tracking and reporting on customer outcomes and milestones

• Analytical & Problem-Solving Skills
• Ability to assess customer health signals and risks
• Identifying adoption gaps and recommending corrective actions
• Data-driven decision making and outcome measurement

Collaboration & Internal Engagement

• Working closely with Field Engineers on Success Accelerators and delivery
• Partnering with CSMs, SSMs, and account teams
• Escalation management and cross-functional coordination

Education

Minimum Education

• Bachelor's degree is typically the baseline requirement, commonly in fields such as:
• Computer Science
• Information Technology
• Engineering
• Business Administration
• Marketing 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)