[Remote] REMOTE - Technical Account Manager (SaaS)
Note: The job is a remote job and is open to candidates in USA. Software Guidance & Assistance, Inc. (SGA) is seeking a Technical Account Manager for a contract assignment with a premier SaaS client. The role involves customer planning and documentation, internal collaboration with field engineering, capturing and reporting customer outcomes, and supporting the delivery of Success Accelerators.
Responsibilities
- Create, update, and maintain key customer-facing documents, including: Mutual Action Plans (MAP), Value Runbook Assessments, Strategic Business Reviews, Annual Account Plans
- 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
- 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
- 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
Skills
- Strong understanding of Adobe Experience Cloud products (AEM, Analytics, Target, AJO, AEP, Marketo, etc.)
- 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
- 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 Adobe solutions map to them
- Digital strategy and roadmap development
- 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
- 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
- Ability to assess customer health signals and risks
- Identifying adoption gaps and recommending corrective actions
- Data-driven decision making and outcome measurement
- Working closely with Field Engineers on Success Accelerators and delivery
- Partnering with CSMs, SSMs, and account teams
- Escalation management and cross-functional coordination
- 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)
- Adobe product certifications (e.g., Adobe Analytics, AEM, Marketo)
- Cloud or platform certifications (AWS, Azure, Google Cloud)
- Project Management certifications (PMP, PRINCE2)
- ITIL or similar service management frameworks
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