Technical Account Manager

Title: Technical Account Manager
Location: New York, NY 10012 (Hybrid)
Duration: 05 months with possibility of Extension
Max Payrate: $90.38/hr

Job Description:
 
Customer Planning & Documentation

• Create, update, and maintain key customer-facing documents, including:
• Mutual Action Plans (MAP)
• Value Runbook Assessments
• Strategic Business Reviews
• Annual Account Plans
• These are done in partnership with Customer Success Managers(CSM)Field Engineers (FEs), Sales who provide guidance and feedback to align deliverables to customer business objectives.

 
Internal Collaboration with Field Engineering

• Attend internal planning calls with FEs to review customer objectives and discuss MAPs.
• Ensure Success Accelerators are properly included in account plans.
• Engage FEs as needed for customer delivery as part of the broader Ultimate Success ecosystem.

 
Outcome Capture & Reporting

• Capture and report customer outcomes — both qualitative and quantitative — tied to engagements such as Deskside Coaching.
• Document improvements in efficiency, productivity, and performance.
• Collect and record customer verbatim feedback.

 
Success Accelerator Support

• Support delivery of Success Accelerators such as:
• Operating Model & Change Management
• Digital Strategy & Roadmaps
• Tool Workflow & Governance Optimization
• Collaborate with FEs on accelerator selection and removing value blockers.

             
Technical Skills

• Strong working or implementation knowledge Client Experience Cloud products specifically, AEP RTCDP and AJO
• Ability to understand customer technical environments, architectures, and integrations
• Familiarity with implementation patterns, APIs, and data flows
• Ability to troubleshoot and triage technical issues at a high level

 
Strategic & Business Skills

• Account planning and management (MAPs, business reviews, roadmaps)
• Value realization and ROI framing
• Business case development and executive storytelling
• Understanding of customer KPIs and how Client solutions map to them
• Digital strategy and roadmap development

 
Communication & Relationship Skills

• Executive-level communication and presentation skills
• Ability to engage and influence C-suite and senior stakeholders
• Strong written communication for customer-facing documentation
• Relationship building and trust development with key customer contacts

 
Project & Program Management

• Ability to manage multiple workstreams and customer priorities simultaneously
• Coordinating across internal teams (Field Engineering, Support, Sales, Consulting)
• Tracking and reporting on customer outcomes and milestones

 
Analytical & Problem-Solving Skills

• Ability to assess customer health signals and risks
• Identifying adoption gaps and recommending corrective actions
• Data-driven decision making and outcome measurement

 
Collaboration & Internal Engagement

• Working closely with Field Engineers on Success Accelerators and delivery
• Partnering with CSMs, SSMs, and account teams
• Escalation management and cross-functional coordination

 
Education:       
Bachelor's degree is typically the baseline requirement, commonly in fields such as:

• Computer Science
• Information Technology
• Engineering
• Business Administration
• Marketing or Communications (for more business-focused TAM roles)

 
Certifications (Often a Plus)

• Adobe product certifications (e.g., Adobe RTCDP, Adobe Journey Optimizer )