[Remote] Technical Account Manager
Note: The job is a remote job and is open to candidates in USA. Cypress HCM is seeking a Technical Account Manager to provide leave-of-absence coverage supporting enterprise customers within Adobe's Ultimate Success organization. This role partners closely with various teams to drive strategic account planning, value realization, and customer success outcomes across Adobe Experience Cloud environments.
Responsibilities
- Create, update, and maintain customer-facing strategic documents including: Mutual Action Plans (MAPs), Value Runbook Assessments, Strategic Business Reviews, Annual Account Plans
- Partner with Customer Success Managers, Field Engineers, and Sales teams to align deliverables with customer business objectives
- Ensure customer success strategies are documented and actionable
- Attend planning sessions with Field Engineers to review customer objectives and success plans
- Ensure Success Accelerators are incorporated into account strategies
- Coordinate cross-functional engagement across Adobe teams to support customer initiatives
- Identify and remove obstacles impacting customer value realization
- Document and report qualitative and quantitative customer outcomes
- Track improvements in efficiency, productivity, adoption, and business performance
- Capture customer feedback and success metrics
- Develop executive-ready reports demonstrating value delivered
- Support customer initiatives including: Operating Model & Change Management, Digital Strategy & Roadmap Development, Tool Workflow Optimization, Governance Best Practices
- Collaborate with Field Engineers to align accelerator recommendations with customer priorities
Skills
- Experience as a Technical Account Manager, Customer Success Manager, Strategic Customer Success Lead, or similar customer-facing role
- Strong knowledge of Adobe Experience Cloud products including AEM, Adobe Analytics, Adobe Target, Adobe Journey Optimizer, Adobe Experience Platform, and Marketo
- Experience creating Mutual Action Plans, executive business reviews, account plans, and customer roadmaps
- Ability to understand customer technical environments, integrations, APIs, and data flows
- Strong executive presentation and customer-facing communication skills
- Experience measuring customer outcomes, adoption, value realization, and ROI
- Proven ability to partner across Sales, Customer Success, Engineering, Support, and Consulting organizations
- Strong project and program management capabilities
- Ability to manage multiple enterprise customer initiatives simultaneously
- Adobe certifications
- AWS, Azure, or Google Cloud certifications
- PMP, PRINCE2, or similar project management certifications
- ITIL certification or service management experience
Company Overview