Technical Account Manager
Software Guidance & Assistance, Inc. (SGA, Inc.), Chicago, IL, United States
Software Guidance & Assistance, Inc., (SGA), is searching for a Technical Account Manager for a contract assignment with one of our premier SaaS clients in Chicago, IL. This role is also open to fully remote in MST, CST, or EST.
Our Technical Account Managers (TAM) build, develop, and maintain key one‑on‑one relationships with our most valued customers who have invested in the Ultimate Success program. They produce and deliver a prescribed set of technical services and guidance specifically designed to enable customers to maintain top operational health, while adopting new solutions and functionality and driving value realization to fully realize their investment in Adobe technology.
As an ideal candidate you have previous customer‑facing experience and excellent communication skills that enable you to expertly represent us within a customer’s environment. You will be able to demonstrate a proven track record showcasing your ability to think strategically about people, process, and technology challenges. As a TAM you actively look for opportunities to help customers succeed by driving efficiencies, demonstrating the Adobe advantage, and driving innovation through the powerful Adobe suite of products. TAMs are responsible for direct account management and driving technical and strategic discussions regarding tasks, projects, cases, standard methodologies, and prioritization with multiple customer personas from developers and analysts to management and senior leadership.
In addition to the above set of functions, key elements of the role include serving as a primary, technical go‑to person for multiple customers as you establish business and operational understanding of their environment. Hands‑on, confident technical expertise is required to work through challenges and events, and to oversee day‑to‑day operational needs. You will field technical questions, handle customer issues, and influence partners to improve your customers’ health. The overarching goal is to ensure that you understand your customers’ technical and business requirements, are in a position to anticipate and avoid issues, identify and mitigate risk, and create a successful partnership with Adobe while driving adoption and demonstrating value.
Responsibilities
Be a central point of contact while ensuring high levels of customer satisfaction for assigned customer accounts
Maintain regular communication with both the external and internal teams, constantly handling customer expectations
Engage with Director and VP‑Level executives to translate business needs into technical and operational plans
Work hands‑on with Adobe Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and the rest of the Consulting practice to address issues, questions, and requests
Provide detailed reviews of service disruptions, metrics, detailed pre‑launch planning
Analyze and present impactful data and insight to leadership
Demonstrate knowledge of customers’ environments to assist Adobe service teams in better serving customers
Serve as a first point of critical issues for customer concerns relating to technical issues and coordinate and drive resolutions with Adobe services, sales, and product teams
Ensure timely response and resolution to technical and product outstanding items
Assess and document customers’ technical environment to reveal ongoing insight and improvement opportunities
Make recommendations on how new and existing features fit within customers’ environments, supplying standard methodologies and guidance
Participate in customer‑requested meetings and quarterly business reviews (on‑site and remotely)
Participate in project‑based, consultant‑led architectural and design discussions to ensure solutions are optimal for the customer(s)
Provide proactive status updates to required parties
Host periodic checkpoint and status calls with customer and internal partners
Identify enablement goals and plans
Continually develop both technical and soft skills individually and assist in mentoring immediate team members as needed
Required Skills
Bachelor’s Degree in a related field of the technical industry or equivalent experience
At least five years of full‑time experience in consultative, customer‑facing support and/or related role in marketing technology
Exceptional CX focus and abilities
Track record of delivering value, driving conversations, and proactively bringing opportunities to customers – proactivity is key to success
Proven ability to adapt to new technologies and learn quickly
Demonstrated presentation skills, including confidence and comfort on camera on calls and in front of audiences both small and large
Professional demeanor, ability to collaborate with and lead diverse teams throughout Adobe, and communicating with client managers, directors, and VPs including CMOs and CXOs
Excellent, advanced written and verbal communication skills
Strong conflict resolution and negotiation skills
Sense of urgency in driving closure around blocking issues and open technical issues
Strong personal organization skills, and prioritization and time‑management skills
Ability to manage multiple, complex, high‑priority tasks and situations across multiple accounts
Excellent problem‑solving skills, with a demonstrated ability to identify issues, solve them quickly and thoroughly, using peers and internal resources as applicable
Travel to client locations as (approximately 15‑20 percent)
Familiarity, awareness, or strong working knowledge of development methodologies and technologies
Tagging and implementation familiarity or experience
Analysis principles and interpretation experience
Understanding of and experience with marketing software and domain principles
Experience and familiarity with at least one of the following Adobe solutions (not a hard requirement but strongly desired): Adobe Analytics, Adobe Audience Manager, Adobe Experience Manager, Adobe Campaign, Adobe Journey Optimizer, Adobe Customer Journey Analytics, Adobe Target, Adobe Experience Platform, Adobe Realtime Customer Data Platform, etc.
Familiarity with Agile development methodologies, such as Scrum
Familiarity with SaaS UX and navigation
Understanding of performance tuning and optimization
Understanding and experience in debugging coding languages is a plus
API‑level knowledge of third‑party applications is preferred
Comprehension or experience in a wide range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired
SGA is a technology and resource solutions provider driven to stand out. We are a women‑owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements.
SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company EEO page to request an accommodation or assistance regarding our policy.
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Our Technical Account Managers (TAM) build, develop, and maintain key one‑on‑one relationships with our most valued customers who have invested in the Ultimate Success program. They produce and deliver a prescribed set of technical services and guidance specifically designed to enable customers to maintain top operational health, while adopting new solutions and functionality and driving value realization to fully realize their investment in Adobe technology.
As an ideal candidate you have previous customer‑facing experience and excellent communication skills that enable you to expertly represent us within a customer’s environment. You will be able to demonstrate a proven track record showcasing your ability to think strategically about people, process, and technology challenges. As a TAM you actively look for opportunities to help customers succeed by driving efficiencies, demonstrating the Adobe advantage, and driving innovation through the powerful Adobe suite of products. TAMs are responsible for direct account management and driving technical and strategic discussions regarding tasks, projects, cases, standard methodologies, and prioritization with multiple customer personas from developers and analysts to management and senior leadership.
In addition to the above set of functions, key elements of the role include serving as a primary, technical go‑to person for multiple customers as you establish business and operational understanding of their environment. Hands‑on, confident technical expertise is required to work through challenges and events, and to oversee day‑to‑day operational needs. You will field technical questions, handle customer issues, and influence partners to improve your customers’ health. The overarching goal is to ensure that you understand your customers’ technical and business requirements, are in a position to anticipate and avoid issues, identify and mitigate risk, and create a successful partnership with Adobe while driving adoption and demonstrating value.
Responsibilities
Be a central point of contact while ensuring high levels of customer satisfaction for assigned customer accounts
Maintain regular communication with both the external and internal teams, constantly handling customer expectations
Engage with Director and VP‑Level executives to translate business needs into technical and operational plans
Work hands‑on with Adobe Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and the rest of the Consulting practice to address issues, questions, and requests
Provide detailed reviews of service disruptions, metrics, detailed pre‑launch planning
Analyze and present impactful data and insight to leadership
Demonstrate knowledge of customers’ environments to assist Adobe service teams in better serving customers
Serve as a first point of critical issues for customer concerns relating to technical issues and coordinate and drive resolutions with Adobe services, sales, and product teams
Ensure timely response and resolution to technical and product outstanding items
Assess and document customers’ technical environment to reveal ongoing insight and improvement opportunities
Make recommendations on how new and existing features fit within customers’ environments, supplying standard methodologies and guidance
Participate in customer‑requested meetings and quarterly business reviews (on‑site and remotely)
Participate in project‑based, consultant‑led architectural and design discussions to ensure solutions are optimal for the customer(s)
Provide proactive status updates to required parties
Host periodic checkpoint and status calls with customer and internal partners
Identify enablement goals and plans
Continually develop both technical and soft skills individually and assist in mentoring immediate team members as needed
Required Skills
Bachelor’s Degree in a related field of the technical industry or equivalent experience
At least five years of full‑time experience in consultative, customer‑facing support and/or related role in marketing technology
Exceptional CX focus and abilities
Track record of delivering value, driving conversations, and proactively bringing opportunities to customers – proactivity is key to success
Proven ability to adapt to new technologies and learn quickly
Demonstrated presentation skills, including confidence and comfort on camera on calls and in front of audiences both small and large
Professional demeanor, ability to collaborate with and lead diverse teams throughout Adobe, and communicating with client managers, directors, and VPs including CMOs and CXOs
Excellent, advanced written and verbal communication skills
Strong conflict resolution and negotiation skills
Sense of urgency in driving closure around blocking issues and open technical issues
Strong personal organization skills, and prioritization and time‑management skills
Ability to manage multiple, complex, high‑priority tasks and situations across multiple accounts
Excellent problem‑solving skills, with a demonstrated ability to identify issues, solve them quickly and thoroughly, using peers and internal resources as applicable
Travel to client locations as (approximately 15‑20 percent)
Familiarity, awareness, or strong working knowledge of development methodologies and technologies
Tagging and implementation familiarity or experience
Analysis principles and interpretation experience
Understanding of and experience with marketing software and domain principles
Experience and familiarity with at least one of the following Adobe solutions (not a hard requirement but strongly desired): Adobe Analytics, Adobe Audience Manager, Adobe Experience Manager, Adobe Campaign, Adobe Journey Optimizer, Adobe Customer Journey Analytics, Adobe Target, Adobe Experience Platform, Adobe Realtime Customer Data Platform, etc.
Familiarity with Agile development methodologies, such as Scrum
Familiarity with SaaS UX and navigation
Understanding of performance tuning and optimization
Understanding and experience in debugging coding languages is a plus
API‑level knowledge of third‑party applications is preferred
Comprehension or experience in a wide range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired
SGA is a technology and resource solutions provider driven to stand out. We are a women‑owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements.
SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company EEO page to request an accommodation or assistance regarding our policy.
#J-18808-Ljbffr