Technical Solution Manager

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

 

As large enterprises invest in Adobe, we are in need of strategic minded respected technical talent to help our largest customers navigate their operational needs across the Adobe Experience Cloud solutions.

The Technical Solution Manager (TSM) builds, develops, and maintains one-on-one relationships with our strategic customers. They produce and deliver a prescribed set of technical services specifically crafted to help customers maintain operational health, while adopting new solutions and functionality to optimise their return on investment.

We are looking for a technical candidate, with a strong development/consulting/support background and validated customer-facing skills. The TSM will deliver pro-active services, advice and mentorship, and be the customer’s technical advocate within Adobe. This role will coordinate with the Customer Success Management, support, consulting, Tech-Ops and engineering teams in Adobe, to ensure technical queries are addressed, in a timely manner, to meet project time-lines and requirements. The TSM also needs a deep understanding of the products, and technologies involved, to help assigned accounts avoid issues, mitigate risks and lead through changes.

What you’ll Do
Delivery of pro-active and preventative services to ensure customer success in planned marketing activities.
Pro-active notifications of upcoming releases and possible impact related to the customer’s individual deployment and use cases.
Leading and guiding customer through complex environment changes, with good practice advice.
Onsite and roll-out support for important events.
Regular knowledge transfer sessions to strengthen adoption across the customer teams.
Coordinating/driving customer technical requests with support/engineering/consulting.
Customer status calls and reporting to provide periodic updates and show progress.
Regular service reviews to illustrate the value provided through the service.
Advocate for Customer across internal Adobe teams. Optimise client’s product investment. Drive innovation, roadmap influence, standard methodologies, and process improvement back into the Adobe ecosystem.
Work hands on with Adobe’s internal CSM, Managed Services, Engineering, TechOps, Product Management, Support, and the Adobe Consulting practice and third-party partners in support of customer’s technical success.
Make recommendations on how new and existing features fit within customers’ environments, supplying standard methodologies and recommendations.
Mentor immediate team members as needed.
What you need to succeed
Bachelor’s Degree in related subject area of the technical industry. Equivalent experience will be considered.
Experience in a senior capacity in consultative, customer support, customer success, development and/or related role in marketing technology.
Proven presentation skills, and experience organising and running high-profile customer calls and meetings.
Professional demeanour, ability to collaborate with, and lead multi-skilled teams and initiatives throughout Adobe, and communicating with client leaders, directors, and executives.
Strong conflict-resolution skills to drive closure to customer concerns and open technical requests. Strong organization ability to prioritize work against client goals.
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, resolve them quickly and thoroughly, coordinating with peers and internal colleagues where required.
Experience of a wide range of computer operating systems and software with emphasis on installation, issue diagnosis/resolution, upgrading, integration, administration and client/server operations is desired
Must-have: Customer-facing experience in enterprise projects, validated understanding of development methodologies and technologies in one or more than of the following: JavaScript, jQuery, Java, JSP, HTML, CSS, REST, XML, Database Technologies
Nice-to-have: Apache Sling, JCR, CRM, Adobe Experience Manager, Adobe Campaign, Adobe Analytics or other Experience Cloud solutions
Travel, when permitted to client locations (approximately 10-25 percent)

Diversity & Inclusivity:

Adobe is an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.
Adobe aims to make adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, please contact [email protected]