Technical Account Manager

Cypress HCM; San Jose (CA); On-site; USD 61,992 - 67,502; Full time

Job summary

A leading technology recruitment agency is seeking a Technical Account Manager to manage technical escalations, deliver proactive customer service, and collaborate with engineering teams. The ideal candidate will demonstrate advanced troubleshooting skills and have a strong background in Adobe solutions. A bachelor's degree in a relevant field is required, along with strong leadership and mentoring abilities. This role offers competitive compensation of approximately $49.87 per hour.

Responsibilities

• Manage technical escalations and provide clear action plans.
• Deliver proactive service deliverables and guide customers.
• Demonstrate advanced troubleshooting skills.
• Orchestrate solution integration from a technical perspective.
• Manage assigned accounts and assist team members.
• Represent value realization in stakeholder meetings.
• Contribute to product and operational best practices.
• Collaborate with engineering teams for enablement content.
• Research and apply knowledge while guiding others.
• Mentor junior team members and lead initiatives.
• Provide support to junior team members.
• Share knowledge across global teams.

Skills

Advanced troubleshooting and problem-solving skills

Excellent communication skills

Ability to manage complex accounts

Strategic thinking

Expertise in Adobe solutions

Technical confidence

Collaboration skills

Strong research skills

Leadership and mentoring skills

Entrepreneurial mindset

Education

Bachelor's degree in Computer Science or related field

Job description

This range is provided by Cypress HCM. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base Pay Range

$45.00/hr - $49.00/hr

Direct message the job poster from Cypress HCM

Team: Customer Engineering US TAM Solutions

Key Responsibilities

• Manage technical escalations and provide clear action plans with status updates, actions, and ownership through resolution without supervision.
• Deliver proactive and preventive service deliverables and guide customers through complex environment changes.
• Demonstrate advanced troubleshooting skills, including simulating and replicating customer-reported issues.
• Orchestrate advanced solution integration with Adobe or third-party products from a technical account management perspective.
• Manage assigned accounts and assist team members with their accounts, ensuring effective communication of business impact to internal associates.
• Represent value realization in stakeholder meetings and quarterly business reviews, influencing team initiatives and processes.
• Contribute to product and operational best practices and lead large, complex, strategic accounts confidently.
• Collaborate with engineering teams to deliver enablement content and apply enterprise software project lifecycle phases, including design, implementation, testing, and release management.
• Research, enhance, develop, and apply knowledge while guiding others in the application of operating procedures.
• Contribute to team goals, mentor junior team members, and lead initiatives impacting immediate or extended teams.
• Provide advice, training, and support to junior team members and drive engagement with subject matter experts, product engineering, and management.
• Supervise activities of peers and team members with less tenure and act independently with entrepreneurial perspectives.
• Share knowledge across global teams, engineering, support, and other departments through forums, team meetings, and documentation.

Required Skills & Qualifications

• Advanced troubleshooting and problem-solving skills
• Excellent communication skills, including presentation, written, and verbal abilities
• Ability to manage complex accounts and deliver innovative solutions to customer requirements
• Strategic thinking and ability to influence client roadmaps and strategic visions
• Expertise in multiple Adobe solutions, with certifications in business practitioner roles
• Technical confidence and actionable knowledge of Adobe investments for a comprehensive view
• Collaboration skills to work effectively with engineering and other teams
• Strong research and knowledge dissemination capabilities
• Leadership and mentoring skills to support and guide junior team members
• Entrepreneurial mindset and ability to act independently on new assignments.

Education & Experience

• Bachelor's degree in a relevant field such as Computer Science, Information Technology, Business Administration, or a related discipline. Advanced certifications in Adobe solutions and business practitioner roles are also essential.

Compensation

• $49.87 per hour.