[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.ResponsibilitiesCreate, update, and maintain key customer-facing documents, including: Mutual Action Plans (MAP), Value Runbook Assessments, Strategic Business Reviews, Annual Account PlansAttend internal planning calls with FEs to review customer objectives and discuss MAPsEnsure Success Accelerators are properly included in account plansEngage FEs as needed for customer delivery as part of the broader Ultimate Success ecosystemCapture and report customer outcomes — both qualitative and quantitative — tied to engagements such as Deskside CoachingDocument improvements in efficiency, productivity, and performanceCollect and record customer verbatim feedbackSupport delivery of Success Accelerators such as: Operating Model & Change Management, Digital Strategy & Roadmaps, Tool Workflow & Governance OptimizationCollaborate with FEs on accelerator selection and removing value blockersSkillsStrong understanding of Adobe Experience Cloud products (AEM, Analytics, Target, AJO, AEP, Marketo, etc.)Ability to understand customer technical environments, architectures, and integrationsFamiliarity with implementation patterns, APIs, and data flowsAbility to troubleshoot and triage technical issues at a high levelAccount planning and management (MAPs, business reviews, roadmaps)Value realization and ROI framingBusiness case development and executive storytellingUnderstanding of customer KPIs and how Adobe solutions map to themDigital strategy and roadmap developmentExecutive-level communication and presentation skillsAbility to engage and influence C-suite and senior stakeholdersStrong written communication for customer-facing documentationRelationship building and trust development with key customer contactsAbility to manage multiple workstreams and customer priorities simultaneouslyCoordinating across internal teams (Field Engineering, Support, Sales, Consulting)Tracking and reporting on customer outcomes and milestonesAbility to assess customer health signals and risksIdentifying adoption gaps and recommending corrective actionsData-driven decision making and outcome measurementWorking closely with Field Engineers on Success Accelerators and deliveryPartnering with CSMs, SSMs, and account teamsEscalation management and cross-functional coordinationBachelor'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 frameworksCompany OverviewFor more than 40 years, SGA has delivered technology and resource solutions that Fortune 500 organizations, mid-size companies, state and local governments, and higher education institutions rely on to achieve their goals/missions. It was founded in 1981, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is http://www.sgainc.com.Company H1B SponsorshipSoftware Guidance & Assistance, Inc. (SGA, Inc.) has a track record of offering H1B sponsorships, with 1 in 2026, 13 in 2025, 12 in 2024, 19 in 2023, 25 in 2022, 41 in 2021, 44 in 2020. Please note that this does not guarantee sponsorship for this specific role.