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Technical Account Director

Il y a 2 mois

Paris, Île-de-France Adobe Temps plein

About the Opportunity

We are seeking a highly skilled Technical Account Director to join our team at Adobe. As a Technical Account Director, you will be responsible for the technical success of our largest and most strategic customers.

Key Responsibilities

  • Lead outstanding support engagement as the technical executive point of contact throughout the customer's solution lifecycle.
  • Assess strategic customer technical risks and opportunities, and coordinate extended Adobe team to build and drive "get well" plans.
  • Drive clear communication across customer operational areas. Maintain regular and appropriate governance with both internal and external executive teams.
  • Advocate for customer across internal Adobe teams. Optimize client's product investment. Drive innovation, roadmap influence, standard methodologies, and process improvement back into the Adobe ecosystem.
  • Responsible for the global engagement model, and review cycle across multiple BU's and/or brands.
  • Coordinate well-rounded delivery cadence across all technical partners and achieve business objectives 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 technical success.
  • Lead a matrixed services team that may involve multiple project teams from Adobe, 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.
  • Mentor immediate team members as needed.

Requirements

  • Bachelor's Degree in related subject area of the technical industry. Equivalent experience will be considered.
  • 10 to 15 years 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 requests. Strong organization ability to prioritize work against client goals.
  • Outstanding customer-facing skills that enable you to represent Adobe best within a customer's environment. Driving discussions with multiple teams from developers and analysts to management and senior leadership.
  • Capable of driving awareness and 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.
  • Ability to lead, fast paced, high-priority tasks, use cases, and work streams across multiple Adobe products.
  • Excellent problem-solving skills, with a demonstrable ability to identify issues, solve them quickly and thoroughly, coordinating peers and internal resources where required.
  • Experience of a wide range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration, administration and client/server operations is desired
  • Understanding of performance tuning and optimization. Understanding or experience in debugging coding languages. API-level knowledge of third-party applications is a plus.
  • 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.
  • Travel when permitted to client locations (approximately 25-50 percent)