REMOTE - Technical Account Manager (SaaS)
Posted 4 days ago by Software Guidance & Assistance
Negotiable
Undetermined
Remote
Remote or New York, New York
Summary: The Technical Account Manager role at Software Guidance & Assistance, Inc. involves managing customer relationships and ensuring successful implementation of SaaS solutions for clients, particularly those using Adobe Experience Cloud products. The position requires collaboration with various internal teams to align customer objectives with deliverables and to capture and report on customer outcomes. Candidates can work remotely or from New York, NY, and the role emphasizes strong technical, strategic, and communication skills. This is a contract assignment with a focus on enhancing customer success through effective account management.
Key Responsibilities:
- Create, update, and maintain key customer-facing documents, including Mutual Action Plans (MAP), Value Runbook Assessments, Strategic Business Reviews, and Annual Account Plans in partnership with Customer Success Managers (CSMs), Field Engineers (FEs), and Sales.
- Attend internal planning calls with FEs to review customer objectives and discuss MAPs, ensuring Success Accelerators are included in account plans.
- Capture and report customer outcomes tied to engagements, document improvements in efficiency, productivity, and performance, and collect customer feedback.
- Support delivery of Success Accelerators such as Operating Model & Change Management, Digital Strategy & Roadmaps, and Tool Workflow & Governance Optimization, collaborating with FEs on accelerator selection.
Key Skills:
- Strong understanding of Adobe Experience Cloud products and customer technical environments.
- Account planning and management skills, including value realization and ROI framing.
- Executive-level communication and presentation skills, with the ability to engage C-suite stakeholders.
- Ability to manage multiple workstreams and coordinate across internal teams.
- Analytical skills to assess customer health signals and recommend corrective actions.
- Collaboration with Field Engineers and partnering with CSMs and account teams.
- Bachelor's degree in relevant fields such as Computer Science, Information Technology, or Business Administration.
- Preferred certifications in Adobe products, cloud platforms, project management, or ITIL.
Salary (Rate): undetermined
City: New York
Country: United States
Working Arrangements: remote
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Detailed Description From Employer:
Responsibilities:
SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .
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. Please visit our company to request an accommodation or assistance regarding our policy.
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Software Guidance & Assistance, Inc., (SGA), is searching for a Technical Account Manager for a contract assignment with one of our premier SaaS clients in New York, NY. Also open to EST-based remote candidates.
Responsibilities:
- 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 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
- 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 Adobe 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
- Minimum 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 (preferred)
- 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
SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .
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. Please visit our company to request an accommodation or assistance regarding our policy.
#LI-VV1