Senior Technical Account Manager

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!

Adobe is a place where exceptional people work – don’t just take our word for it, our employees have recently voted us and Adobe Japan has been ranked 13th, for Great Place to Work.

We’re proud to offer market competitive 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. To learn more, please visit

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!

About the Role

As large enterprises invest in Adobe, we need the strategic and high-powered technical and business talent to help our largest customers navigate their operational needs across the Adobe Experience Cloud solutions to achieve their business goal.

As a Technical Account Manager (TAM) for Adobe Experience Cloud, you will create, develop, and maintain one-on-one relationships with our top-tier customers to drive the customer success. You will produce and deliver a prescribed set of technical services specifically designed to help them maintain operational health, while adopting new Adobe Experience Cloud solutions and functionality to maximize their investment.

You must possess customer-facing and communication skills that enable you to represent Adobe best within a customer’s environment, driving discussions with multiple roles from developers and analysts to management and senior leadership — including within Adobe — regarding tasks, projects, cases, best practices, and prioritization. You should also have proficiency to think strategically about business, product, and technical challenges as you help our customers realize the investment, efficiencies, advantages, and innovation available in the Adobe Experience Cloud.

Responsibilities

Serve as a first point of escalation for customer concerns relating to technical issues and coordinate, manage, and drive escalations 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 best practices and guidance

Participate in customer-requested meetings and quarterly business reviews (onsite 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 review meeting with customer and internal stakeholders

Identify enablement goals and plans

Continually develop both technical and soft skills individually and assist in mentoring immediate team members as needed

Required Skills / Experience

Demonstrated ability to adapt to new technologies and learn quickly.

Excellent problem-solving skills in a complex / tough situation, with a demonstrated ability to identify issues, solve them quickly and thoroughly, leveraging peers and internal resources as applicable

Ability to manage multiple, complex, high-priority tasks and situations across multiple accounts in parallel.

Professional demeanor, ability to interact with and lead diverse teams throughout Adobe, and communicating primarily with client managers, but potentially also with directors and VPs including CMOs and CXOs.

At least five years of full-time experience in consultative, project manager and / or related role in the technical industry.

Delivery planning skills based on customer situation, needs and our capabilities.

Project management experience in managing 5-10 members.

TOEIC : 800+ : Strong English communication skill for verbal communication with internal people

Fluent Japanese to communicate with Japanese customer and internal stakeholders.

Conducting visits to the Tokyo office and clients several times a week and as needed.

Preferred Skills / Experience

Experienced in CMS products.

Strong working knowledge of development methodologies and technologies in one or more than of the following :

Java, JSP

HTML, HTML5, XHTML, PHP, CSS

JavaScript, jQuery

Cloud service - AWS, Azure etc.

XML, JSON

REST, GraphQL

Databases, SQL

CI / CD - Jenkins, GitLab etc.

Understanding of Agile development methodologies, such as, Scrum

Understanding of networking, server OS such as Linux and Windows

Understanding of ITIL framework