COMPLETE Senior Manager, Technical Account Management - Singapore

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!

Creativity for All

Adobe is a place where exceptional people work – don’t just take our word for it, our employees have recently voted us #2 on the 2022 Singapore Best Workplaces™ in Technology.

We’re proud to offer market leading employee benefits designed to suit you and your lifestyle. Some of the great benefits include health insurance, global days off, wellness fund, parental leave, access to our Employee Stock Purchase Program and programs designed to help you continue to build your career.

We also proudly empower our employees to get involved with corporate social responsibility and offer a broad range of opportunities to enable you to make a bigger impact through philanthropy, employee, and community engagement.

We know that people are the differentiator in our business, and that's why we want to meet you!

The Opportunity

Ultimate Support is Adobe’s Digital Experience premium support service offering contributing to the success of our largest customers. The Technical Account Management (TAM) team provides delivery management of support issues, and pro-active services designed to improve customer IT operational health in assigned accounts. The Senior TAM Manager would lead a team of TAMs, and be responsible for people management, delivery and escalation management, customer acquisition and pipeline management.

You will provide oversight on, and be accountable for, all of the customers assigned to your team. A large focus will also be placed on supporting the sales teams in positioning Ultimate Support to new customers, and driving the overall Adobe Support plan pipeline, including renewals. The role also includes escalation management for identifying wider consulting opportunities.

What you'll do

• Direct management responsibilities for all designated resources, team objectives, morale and culture

• Motivate the team to deliver exceptional customer experiences and value realisation

• Setting quarterly individual goals and providing ongoing performance feedback as well as formal performance appraisals

• Attract, hire and retain top talent for the Technical Account Management role

• Evaluate measurement criteria to evaluate trends in team performance, including: customer satisfaction, operating efficiency, service delivery planning and customer retention

• Advocate for your team to drive global visibility and collaborate across boundaries on process improvements, customer concerns, and local business objectives

• Engaging in support of key accounts and critical issue management, attend customer service reviews

• Own one or more global programs for the Support leadership team

• Partner with the Customer Success, Consulting and Sales leadership team to align Support efforts to local sales and retention objectives.

What You Need to Succeed:

• 5+ years of people management experience in a fast-paced, enterprise level, critical software support, professional services or account management environment

• Successfully led a software and/or SaaS-based technical teams in Professional Services, Support or Technical Account Management.

• Excellent organizational skills: ability to prioritize, run, multi-task and execute projects multi functionally

• Outstanding communications skills (presentation, written, and verbal)

• Ability to explain complex concepts simply

• Excellent problem-solving skills and ability to navigate complicated situations in a professional manner

• Experience in interviewing, coaching and leading technical teams

• Proven ability to lead & manage remote staff

• Familiarity with SaaS solutions or Adobe Digital Experience solutions a plus

Competencies

Leadership, Building Customer/Partner Relations, Performance Management, Cross-Boundary, Collaboration, Impact & Influence, Strategic & Business Insight, Data Analysis, Confidence, Effective Communication and Technical Curiosity!

Adobe for All

Adobe strives to create an environment where our employees can do their best work and drive their career growth and development based on their personal goals. From fair-pay practices to Employee Networks and programs designed to make everyone feel included, we're committed to fostering a diverse and inclusive workplace for all.

Take the plunge and jump in

Liking what you have read and keen to jump in? Thinking you might not have all the skills we are looking for? Just take the plunge and apply – we know that by bringing together a diverse group of people, we become so much better together. We'd love to see where we can help drive Creativity for All together.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Adobe is an equal opportunity 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, or veteran status

Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.
 

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, email accommodations@adobe.com or call (408) 536-3015.

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.