Technical Account Manager : 26-03192

Akraya, Inc.; Atlanta (GA); Remote; USD 62,000 - 69,000; Full time

Job summary

Akraya, Inc. is seeking an experienced customer-focused professional to serve as a strategic point of contact for enterprise customers. You will partner with internal teams to ensure satisfaction, resolve issues, and drive improvements, translating complex business needs into technical solutions.

The role expects proactive account management across multiple high-priority accounts and travel. Ideal candidates have strong experience in customer-facing technology, excellent executive communication,

Qualifications

• 5+ years in a consultative, customer-facing technology or related role.
• Strong CX focus with ability to build trusted relationships.
• Translate business requirements into technical/operational plans.
• Excellent executive communication with Directors, VPs, CMOs and CXOs.
• Willingness to travel approximately 15–20%.

Responsibilities

• Serve as the primary contact for assigned customer accounts and maintain relationships.
• Build regular communication with internal teams and customer stakeholders while managing expectations.
• Engage with executives to understand business needs and translate into technical/operational plans.
• Partner with cross-functional teams to address customer issues and requests.
• Act as escalation point for critical technical/product concerns and drive resolution.
• Provide timely responses and proactive status updates on issues.
• Conduct reviews of service disruptions, metrics, and pre-launch activities.
• Analyze customer data and present actionable insights to leadership.
• Develop understanding of customers' technical environments for optimization.
• Travel to customer locations ~15–20%.

Skills

Customer Success

Adobe Analytics

Adobe Experience Manager

Adobe Journey Optimizer

Account management

Executive communication

CXO engagement

Marketing technology

Problem solving

Travel willingness

Education

Bachelor's degree in technical field

Job description

Primary Skills: Customer Service(Expert),Adobe Analytics (Expert), Adobe Experience Manager (Advanced),Adobe Journey Optimizer (Advanced), Account management (Expert) Contract Type: W2 Duration: 5+ Months Location: Remote Pay Range: $45-$50/hr. on W2

Job Summary

We are seeking an experienced, customer-focused professional to serve as a strategic point of contact for assigned enterprise customers. This role will partner closely with customer stakeholders and Adobe’s internal Customer Success, Managed Services, Engineering, TechOps, Product Management, Support, Sales, and Consulting teams to ensure customer satisfaction, resolve technical issues, and drive continuous improvement. The ideal candidate will have strong experience in customer-facing technology or marketing technology environments, excellent executive communication skills, and the ability to translate complex business requirements into technical and operational solutions. The role requires a highly proactive individual who can manage multiple high-priority accounts, identify opportunities, drive issue resolution, and present meaningful insights to senior leadership.

Key Responsibilities

• Serve as the primary point of contact for assigned customer accounts and maintain strong customer relationships and satisfaction.
• Build and maintain regular communication with internal teams and customer stakeholders while effectively managing expectations.
• Engage with Director- and VP-level executives, including CMOs and CXOs, to understand business needs and translate them into technical and operational plans.
• Partner with Adobe Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, Sales, and Consulting teams to address customer issues and requests.
• Act as the first point of escalation for critical technical and product-related customer concerns and drive issues through to resolution.
• Provide timely responses, proactive status updates, and clear communication on outstanding technical and product issues.
• Conduct detailed reviews of service disruptions, performance metrics, and pre-launch activities.
• Analyze customer data and present actionable insights and recommendations to leadership.
• Develop a strong understanding of customers’ technical environments and identify opportunities for optimization and improvement.
• Assess and document customer technical environments, processes, and requirements.
• Recommend how new and existing Adobe features and capabilities can be effectively implemented within customer environments.
• Provide technical guidance, standard methodologies, and best practices to customers and internal teams.
• Participate in customer meetings, executive reviews, quarterly business reviews, and on-site engagements.
• Participate in architectural and solution-design discussions to ensure optimal customer outcomes.
• Host periodic customer and internal checkpoint/status meetings.
• Identify customer enablement needs and develop appropriate plans.
• Manage multiple complex, high-priority tasks and customer situations across multiple accounts.
• Continuously develop technical and professional skills while supporting and mentoring team members as needed.
• Travel to customer locations approximately 15–20% of the time.

Must-Have Skills

• 5+ years of full-time experience in a consultative, customer-facing technology, technical support, customer success, or related role, preferably within marketing technology.
• Strong customer experience (CX) focus with a proven ability to build trusted customer relationships.
• Demonstrated ability to proactively identify customer needs, opportunities, risks, and areas for improvement.
• Strong executive communication skills with the ability to interact confidently with Directors, VPs, CMOs, CXOs, and other senior stakeholders.
• Excellent written, verbal, presentation, and communication skills.
• Comfortable presenting on camera and speaking to both small and large audiences.
• Strong problem-solving, conflict-resolution, negotiation, and decision-making skills.
• Ability to manage multiple complex, high-priority accounts, projects, and technical issues simultaneously.
• Strong sense of urgency and proven ability to drive resolution of blocking and critical issues.
• Excellent organization, prioritization, and time-management skills.
• Ability to collaborate effectively with diverse cross-functional and technical teams.
• Strong ability to learn and adapt to new technologies and technical environments quickly.
• Familiarity with development methodologies and technologies, including Agile/Scrum.
• Knowledge of marketing technology concepts, software, and domain principles.
• Familiarity with tagging and implementation concepts.
• Experience with data analysis principles and interpretation.
• Familiarity with SaaS applications, UX, and navigation.
• Understanding of performance tuning and optimization.
• Experience or familiarity with at least one Adobe solution, such as Adobe Analytics, Adobe Audience Manager, Adobe Campaign, Adobe Journey Optimizer, Adobe Customer Journey Analytics, Adobe Target, Adobe Experience Platform, or Adobe Real-Time CDP.
• Understanding of technical troubleshooting, installation, upgrades, integrations, and client/server operations.
• API-level knowledge of third-party applications is preferred.
• Experience with debugging or understanding coding languages is a plus.
• Bachelor’s degree in a technical or related field, or equivalent professional experience.
• Willingness to travel approximately 15–20%.

Industry Experience

Marketing Technology / MarTech SaaS / Cloud Technology Enterprise Software Digital Experience / Customer Experience Technology Digital Marketing and Analytics Customer Success / Technical Account Management Enterprise Technology Consulting Experience with Adobe Experience Cloud solutions is strongly preferred.

ABOUT AKRAYA

Akraya is an award-winning IT staffing firm consistently recognized for our commitment to excellence and a thriving work environment.Most recently, we were recognized Stevie Employer of the Year 2025, SIA Best Staffing Firm to work for 2025, Inc 5000 Best Workspaces in US (2025 & 2024) and Glassdoor's Best Places to Work (2023 & 2022)! Industry Leaders in Tech Staffing As Talent solutions provider for Fortune 100 Organizations, Akraya's industry recognitions solidify our leadership position in the IT staffing space.We don't just connect you with great jobs, we connect you with a workplace that inspires!