[Hiring] Technical Account Manager @SGA

Role Description

Software Guidance & Assistance, Inc., (SGA), is searching for a Technical Account Manager for a contract assignment with one of our premier SaaS clients in Lehi, UT or Chicago, IL. As large enterprises invest, we are in need of strategic and high-powered technical talent to help our largest customers navigate their operational needs across the Adobe Experience Cloud solutions.

Our Technical Account Managers (TAM) build, develop, and maintain one-on-one relationships with our premier customers. They produce and deliver a prescribed set of technical services specifically designed to help them maintain operational health, while adopting new solutions and functionality to maximize their investment.

A person in this role possesses customer-facing and communication skills that enable you to represent our company best within a customer's environment, driving discussions with multiple personas from developers and analysts to management and senior leadership — including within Adobe — regarding tasks, projects, cases, standard methodologies, and prioritization. One should also have proficiency to think strategically about people, process, and technology challenges as they help our customers realize the investment, efficiencies, advantages, and innovation available in the Adobe Experience Cloud.

In addition to the above set of functions, key elements of the role include:

• Serving as a primary, technical go-to person for multiple customers.
• Establishing business and operational understanding of their environment.
• Fielding technical inquiries and handling customer issues.
• Influencing partners to improve customers' health.
• Ensuring understanding of customers' technical and business requirements.
• Anticipating and avoiding issues, identifying and mitigating risk.
• Creating successful partnerships.

Qualifications

• Bachelor's Degree in related field of the technical industry or equivalent experience.
• At least five years of full-time experience in consultative, customer support and/or related role in marketing technology.
• Experience and familiarity with Adobe Experience Manager (1-2 years preferred).
• Exceptional CX focus and abilities.
• Demonstrable ability to adapt to new technologies and learn quickly.
• Demonstrated presentation skills, including confidence and comfort over the phone and in front of audiences both small and large.
• Professional demeanor, ability to collaborate with and lead diverse teams throughout Adobe.
• Excellent, advanced written and verbal communication skills.
• Strong conflict resolution and negotiation skills.
• Sense of urgency in driving closure around blocking issues and open technical issues.
• Strong personal organization skills, as well as prioritization and time management skills.
• Ability to manage multiple, complex, high-priority tasks and situations across multiple accounts.
• Excellent problem-solving skills, with a demonstrated ability to identify issues, solve them quickly and thoroughly.
• Travel to client locations possible (approximately 15-20 percent).
• Familiarity, awareness, or strong working knowledge of development methodologies and technologies in one or more than of the following: JavaScript, jQuery, Java, JSP; HTML, HTML5, XHTML, CSS; REST, XML, J2EE Application Services, Database Technologies, LDAP Server Technology, OSGI Framework.
• Tagging and implementation familiarity or experience.
• Analysis principles and interpretation experience.
• Understanding of and experience with marketing software and domain principles.
• Familiarity with Agile development methodologies, such as Scrum.
• Familiarity with SaaS UX and navigation.
• Understanding of performance tuning and optimization.
• Understanding or experience in debugging coding languages.
• API-level knowledge of third-party applications is a plus.
• Comprehension or experience in a wide range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired.

Benefits

• Women-owned business.
• Mission-driven to solve big IT problems with a personal, boutique approach.
• Diverse team built on core values: customer service, employee development, quality, and integrity.

Company Description

SGA is a technology and resource solutions provider driven to stand out. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. Be yourself, love what you do and find your passion at work.

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities.