Principal Technical Account Manager
- Lead Ultimate Support engagement(s) for leading Indian BFSI customers, serving as the technical executive point of contact throughout the Customers solution usage lifecycle.
- Highly focused on advising & consulting and support customers technical strategy with Adobe Solutions via service delivery plans with clear outcomes.
- Assess strategic Customer technical risks and opportunities, driving the extended Adobe team to build and deliver mitigation and "get well" plans with leadership teams.
- 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 the clients investment and accelerate task, issue execution, and resolution.
- 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 business units and/or brands.
- Consolidate collaboration and cadence across all technical partners and influence delivery achievements across multi-solution, multi-discipline engagements.
- Work hands-on with Adobes internal collaborators like Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and the Adobe Consulting practice and third-party partners in support of customers success.
- Lead a matrixed services team that may involve multiple project teams from Adobe or client or partner organizations. Develop efficient & 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 and ready for maximum value delivery.
- Mentor immediate team members as needed & develop skills within the team.
What You Need to Succeed
- Bachelors Degree in a related technical industry subject area or equivalent experience. An MBA is preferred.
- 15+ years of experience in a senior capacity in consultative, customer service, customer success, and/or related roles in digital marketing technology.
- Strong executive presence with ability to collaborate across multiple teams throughout Adobe and client-side VPs, including CMOs and CXOs.
- Excellent presentation skills, confident phone and conference presence, and the ability to lead meetings, workshops, and reviews in front of any audience size.
- Strong conflict-resolution skills to drive closure to customer concerns and open technical issues.
- Outstanding customer-facing skills that enable you to represent Adobe best within a customers environment.
- Validated interpersonal, prioritization skills, and an ability to work in a highly matrixed environment.
- Capable of driving timely 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 their software investments, efficiencies, advantages, and innovations.
- Awareness of development methodologies and technologies, and understanding of and experience with marketing software and domain principles.
- Experience with Adobe ecosystem. Business practitioner level knowledge with more than one of the Adobe Experience Cloud products. Adobe DX Certifications are highly desirable.
- Validated experience working with BFSI clients, with a deep understanding of key challenges such as compliance, personalization, omnichannel engagement, and the implications of industry regulations (e.g., GDPR, PCI DSS) on data management.
- Ability to travel to the Mumbai client location (approximately 50-75 percent) as required.
