Technical Account Manager H/F

Contenu de l'offre Technical Account Manager H/F chez Adobe

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Who are they?
Chez Adobe, l'objectif est d'offrir à chacun·e-des artistes amateur.e.s aux plus grandes marques-la possibilité de designer et réaliser des expériences numériques exceptionnelles, permettant ainsi à tou·te.s de créer des images, vidéos et applications de grande qualité, mais aussi de transformer la manière d'interagir avec les client.e.s à travers les écrans.

Le business d'Adobe repose aujourd'hui sur trois catégories de solutions basées dans le Cloud :

- Adobe Creative Cloud : Creative Cloud est la plateforme de création de référence. Elle inclut plus d'une vingtaine d'applications et de services pour la photographie, le design, la vidéo, la 3D ou encore l'UX design, exploitables sur ordinateur et mobiles. La place de marché Adobe Stock, intégrée aux applications, permet aux créatif.ve.s de bénéficier de 250 millions de contenus (visuels, templates, audio, vidéos, etc.). Behance rassemble par ailleurs plus de 24 millions de membre à travers le monde.
- Adobe Document Cloud : les solutions de Document Cloud, telles qu' Acrobat ou Sign accélèrent et fluidifient les processus documentaires. Document Cloud s'appuie sur un écosystème de partenaires étendu (Microsoft, Workday, Dropbox, etc.) pour rendre les documents facilement accessibles, où que les utilisateur.rice.s soient.
- Adobe Experience Cloud : Gestion de campagnes marketing et optimisation du parcours client, collecte, traitement et activation de la donnée, e-commerce et gestion du contenus, Experience Cloud est un ensemble intégré de solutions pour permettre aux entreprises de gérer et d'offrir des expériences numériques d'exception de bout en bout.

Depuis 2012, Adobe a considérablement renforcé ses investissements et sa présence en France.
- En 2013, Adobe a fait l'acquisition de Neolane, spécialiste de l'automatisation des campagnes marketing et de la gestion cross-canal. Désormais intégrée à Adobe, la technologie Neolane est toujours développée en France et déployée à travers le monde dans le cadre de l'offre Adobe Marketing Cloud.
- En 2015, Adobe a finalisé l'acquisition de Fotolia, banque d'images et de contenus libres de droits, à destination des professionnels de la création et du marketing du monde entier. Désormais membre de la famille Adobe, Fotolia fait partie de l'offre Adobe Creative Cloud sous la marque Adobe Stock.
- En 2019, Adobe a annoncé l'acquisition d'Allegorithmic, le créateur de Substance, le logiciel de référence des matières et textures 3D destinées aux jeux vidéo et à la post-production vidéo. Adobe franchit une étape majeure en ajoutant des workflows 3D et immersifs étendus à Creative Cloud et offre à sa clientèle stratégique de designers une nouvelle palette d'outils pour les projets 3D. Le centre de développement reste situé à Clermont-Ferrand.

En investissant dans ces trois entreprises technologiques françaises de renom, Adobe a considérablement renforcé sa présence en France où elle compte aujourd'hui plus de 500 collaborateur.rice.s et une équipe R&D substantielle, localisée à Paris et à Clermont-Ferrand.

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 !

At Adobe, we're changing the world. How? We give people the tools to bring their ideas to life and build content that makes life more fun and work more significant. We give businesses and organizations the power to truly engage their customers. We're the ones behind the elegantly crafted content that streams across your laptop, TV, phone, and tablet every day-and we harness the technological capabilities to help companies move from data to insight, and insight to action, by delivering content that appeals to people most.

We're a company that understands that product innovation comes from people innovation, and that's why we invest in developing leaders throughout the organization. Adobe is growing rapidly and finding new ways to harness the potential of its software, people, and values in a developing digital economy !

The Technical Account Manager builds, develops, and maintains one-on-one relationships with our strategic customers. You have relationship leadership and project management skills, working with diverse customer and internal team members from practitioners to senior leadership. You think strategically across business, and technical objectives, helping customers maximise value from their product investment.

In addition to the above set of functions, key elements of the role include being the technical advisory lead for enterprise customers, establishing business and operational understanding of their environment. When working with customers and partners, you will lead technical health reviews, and influence partners to improve your customers' operational health.

The overarching goal is to ensure that you understand your customers' technical and business strategies, requirements and priorities and are in a position to anticipate and avoid issues; identify and mitigate risk; experience full realization of the Adobe product suite.

Responsibilities
- Lead outstanding support engagement as the technical executive point of contact throughout the Customer's solution lifecycle. Guide and support customer's strategy with Adobe Solutions via service delivery plans with clear outcomes.
- Assess strategic Customer technical risks and opportunities, and coordinate extended Adobe team to build and drive get well plans.
- Account management activities : Internal handoff, Customer kick-off, Service Delivery Plan, Service Reviews, Value Illustration, Escalation Management (account)
- Drive clear communication across Customer operational areas. Maintain regular and appropriate governance with both internal and external executive teams. Drive alignment, facilitating and reporting on overall engagement status and outcomes.
- Provides engagement leadership on large engagements, coordinating potentially across multiple solutions
- Activates pro-active technical services from the catalog of services available for its customers and coordinates relevant resources :
- 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, Field Engineering team 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.
- 5 to 10 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 Magento, Adobe Marketo, Adobe Target.
- Travel when permitted to client locations (approximately 10-25 percent)!