Technical Account Director

Melbourne, VIC
Permanent
Full-time

2 days ago

Our CompanyChanging 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 AllAdobe is a place where exceptional people work – don’t just take our word for it, our employees have recently voted us #1 on the Great Place to Work list for the 10th consecutive year!We’re proud to offer market leading employee benefits designed to suit your lifestyle. Some of the great benefits include health insurance, global days off, wellness fund, market-leading parental leave, access to our Employee Stock Purchase Program and programs designed to help 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 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 OpportunityAdobe’s Digital Experience Customer Success team is looking for a Technical Account Director to drive successful outcomes with a flagship Adobe customer.This is a unique role and outstanding opportunity to help craft the future of one of Australia’s most iconic brands, by contributing to their engagement strategy with the Australian population. You will be a dedicated resource, where you will be an extension of their technical and consulting team working with a diverse range of collaborators, applying your expertise to successfully implement innovative solutions and ensuring seamless execution of our customer’s strategies.What you’ll do

Deliver an exceptional customer experience through proactive engagement, applying the right internal resources, and optimally using our Ultimate Success engagement model to meet customer business goals.
Lead Ultimate Success engagements, for an iconic Australian brand, serving as the technical executive point of contact throughout the customers solution usage lifecycle.
Advise and support the customer's technical strategy with Adobe Solutions via Mutual Action Plans with clear outcomes.
Assess strategic Customer technical risks and opportunities, driving the extended Adobe team to build and deliver mitigation and remediation plans.
Drive clear communication across the customer’s operational areas. Maintain regular and appropriate governance with both internal and external executive teams.
Advocate for the Customer across internal Adobe teams. Optimize the client's 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 comprehensive cadence across all technical partners and influence delivery achievements across multi-solution, multi-discipline engagements.
Work hands-on with Adobe's internal collaborators such as, Customer Success Management, Technical Account Management, Managed Services, Engineering, TechOps, Product Management, Support, and the Adobe Consulting practice and third-party partners in support of our customer's success.
Lead a matrixed services team that may involve multiple project teams from Adobe or client or partner organizations. Develop effective working relationships with our customer’s partners.
Make recommendations on how new and existing features fit within customer’s environments, supplying standard methodologies and recommendations.
Lead project-based, consultant-led architectural and design discussions to ensure solutions are optimized.
Act as a customer’s trusted advisor and partner.
Mentor immediate team members as needed.

What you need to succeed:

Bachelor’s Degree in a related technical industry subject area and/or equivalent work experience
10+ years of experience in a senior capacity in consultative, customer success and/ or related roles in digital marketing technology.
Strong executive presence with the ability to collaborate and influence across multiple teams throughout Adobe and client side, including VPs, CTOs, CMOs.
Excellent presentation skills, confident 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 across a broad set of issues including technical, architectural, business process & partnership.
Outstanding customer facing skills that enable you to represent Adobe within a customer’s environment.
Validated interpersonal, prioritisation skills and an ability to work in a highly matrixed environment.
Ability to think strategically about business, product and technical challenges to help our customers realise 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 Experience Cloud. Business practitioner level knowledge with more than one Adobe Experience Cloud. Adobe Certifications highly desirable.
Validated experience working with government clients, with a deep understanding of key challenges such as compliance, personalisation, omnichannel engagement and the implications of industry regulations on data management.
Ability to be in the customer/ Adobe offices, located in Melbourne 80% of the time.

Adobe for AllAdobe 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 inLiking 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!Adobe Australia acknowledges Traditional Custodians of Country throughout Australia and recognises the continuing connection to lands, waters and communities. We pay our respect to Aboriginal and Torres Strait Islander cultures; and to Elders past, present and emerging.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 proud to be an 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.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 or call (408) 536-3015.

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