Technical Account Manager

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 drive 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 drive 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 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, and are in a position to anticipate and avoid issues, identify and mitigate risk, and create a successful partnership with Adobe all the while driving adoption and demonstrating value.

Responsibilities:

• Be a central point of contact while ensuring high levels of customer satisfaction for your 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 prelaunch planning
• Analyze and present impactful data and insight to leadership
• Demonstrate knowledge of your customers' environments to assist Adobe service teams in better serving your 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 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 not waiting to be asked by the customer but bringing opportunities to your customers proactively - 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, as well as 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. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

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 to request an accommodation or assistance regarding our policy.

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