Job Description

Department:

Job Category:

Customer Experience

Job Title:

Sr. Technical Account Manager

Duties:

Responsibilities/What You’ll Do

• Manage, escalate, and drive satisfactory resolution of customers' technical support, service, and infrastructure issues based on Adobe products and technologies.
• Manage implementation and consulting projects, where you would be expected to plan, schedule, and implement Adobe Learning Manager and its possible integrations.
• Expected to take support escalations from the region and help the Support team from time to time.
• Expected to be available to be on call when contacted by premium support customers for P0/P1 customer-impacting issues during non-operational hours.
• Create and facilitate communication channels between the TAM Support customer and the product management and engineering teams in Adobe.
• Proactively update customers about ALM updates, and upgrades and ensure necessary action to maintain availability and customer satisfaction.
• Proactively review and advise on the best practices and fine-tuning of ALM deployments.
• Proactively monitor reporting information and configurations of Adobe technologies at customer sites and make ongoing recommendations to Solution partners if involved.
• Help develop and maintain best practices for implementing and supporting Adobe products in both internal and customer-facing Knowledge Bases.
• Maintain intimate knowledge of all Adobe products and services.
• Provide clear and constructive product feedback to Adobe Product Management based on customer requirements.

Qualifications

• 10+ years of account management experience (either pre- or post-sales).
• Experience in implementing/ supporting SAAS-based solutions preferably LMS/CMS.
• Experience in high-tech web technologies and Integration using APIs.
• Committed desire to provide customer satisfaction.
• Strong written and verbal communication skills.
• In-depth understanding of enterprise networks and infrastructure.
• Strong Troubleshooting and customer management skills are a must.
• In-depth understanding of APIs.
• An understanding of CMS and SSO is required.
• Practical understanding of web servers and application servers.
• A practical understanding of Internet protocols: HTTP, SMTP, DNS, LDAP, and FTP is required.
• Basic Shell Scripting/Programming Experience (HTML, JavaScript, PHP) is an added advantage.
• SQL experience is an added advantage.

Skills:

Education:

Languages:

Location History