Technical Account Manager

iBCScorp; India; On-site; INR 250,000 - 400,000; Full time

Job summary

iBCScorp is seeking a seasoned TAM Support professional to manage escalations and drive timely resolutions for Adobe ALM-related issues. The role includes planning and implementing ALM deployments, handling on-call support, and coordinating with product and engineering teams to ensure high availability.

You will update customers on ALM updates, advise on best practices, and monitor deployments across customer sites, aiming to optimize performance and satisfaction.

Qualifications

• 10+ years of account management experience (pre- or post-sales).
• Experience implementing/supporting SAAS-based solutions, preferably LMS/CMS.
• Experience in high-tech web technologies and API integration.
• Strong written and verbal communication skills.
• Understanding of enterprise networks and infrastructure.
• Troubleshooting and customer management skills mandatory.
• Understanding of APIs and CMS/SSO required.
• Practical understanding of Internet protocols (HTTP, SMTP, DNS, LDAP, FTP).
• SQL experience is a plus.

Responsibilities

• Manage escalations and drive satisfactory resolutions for Adobe-related issues.
• Plan, schedule, and implement ALM deployments and integrations.
• Handle on-call support for premium customers during off-hours.
• Coordinate between TAM customers and product/engineering teams.
• Provide updates on ALM upgrades and maintain availability.
• Review best practices and fine-tune ALM deployments.
• Monitor customer environments and advise partners on optimizations.
• Contribute to internal and customer-facing knowledge bases.

Skills

Account management

SAAS-based solutions

LMS/CMS implementations

APIs integration

Customer communication

Enterprise networks

Troubleshooting

CMS and SSO

Web servers & app servers

SQL

Tools

APIs

CMS

SSO

Web servers

LDAP

SQL

Job description

• Manage, escalation, 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.
• SQL experience is an added advantage.

Soft Skill Requirements

• Experience in high-tech web technologies and Integration using APIs.
• Experience in implementing/ supporting SAAS-based solutions preferably LMS/CMS.
• Committed desire to provide customer satisfaction
• An understanding of CMS and SSO is required
• A practical understanding of Internet protocols: HTTP, SMTP, DNS, LDAP, and FTP is required.
• SQL experience is an added advantage

Contact Email

[e-mail]

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About iBCScorp

Since 1998, iBCScorp has been serving clients with their technology needs on a project basis, outsourcing, or direct hire.