Responsibilities/What You’ll Do

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

Qualifications

1. 4-5 years of account management experience (either pre- or post-sales)
2. Experience in implementing/ supporting SAAS-based solutions preferably LMS/CMS.
3. Experience in high-tech web technologies and Integration using APIs.
4. Committed desire to provide customer satisfaction
5. Strong written and verbal communication skills
6. In-depth understanding of enterprise networks and infrastructure.
7. Strong Troubleshooting and customer management skills are a must.
8. In-depth understanding of APIs
9. An understanding of CMS and SSO is required.
10. Practical understanding of web servers and application servers.
11. A practical understanding of Internet protocols: HTTP, SMTP, DNS, LDAP, and FTP is required.
12. Basic Shell Scripting/Programming Experience (HTML, JavaScript, PHP) is an added advantage.
13. SQL experience is an added advantage.