Technical Account Manager (TAM)

iBCScorp; Bengaluru; On-site; INR 180,000 - 240,000; Full time

Job summary

iBCScorp is seeking a Senior TAM Support professional in Bengaluru to manage and enhance Adobe Learning Manager deployments. You will lead SAAS LMS/CMS implementations, resolve complex escalations, and coordinate with product management and engineering to optimize customer outcomes.

You will maintain expert knowledge of ALM andAdobe technologies, provide proactive guidance, and contribute to knowledge bases while ensuring high availability for premium customers.

Qualifications

• Experience implementing/supporting SAAS LMS/CMS.
• Strong communication and customer-focused approach.
• Ability to coordinate with product management and engineering teams.

Responsibilities

• Manage, upscale, and drive satisfactory resolution of customers' technical support, service, and infrastructure issues based on Adobe products and technologies.
• Manage implementation and consulting projects, planning, scheduling, and implementing ALM and integrations.
• Take support escalations from the region and assist the Support team as needed.
• Be on call for premium support customers for P0/P1 issues outside normal hours.
• Facilitate communication between TAM Support customers and product management/engineering teams.
• Proactively update customers about ALM updates/upgrades and ensure action to maintain availability and satisfaction.
• Review and advise on best practices for ALM deployments.
• Monitor Adobe technologies at customer sites and advise on improvements to partners.
• Help develop and maintain knowledge bases and best practices for implementing Adobe products.
• Provide product feedback to Adobe PM based on customer requirements.

Skills

SAAS LMS/CMS

Customer satisfaction

Communication skills

Enterprise networks

Troubleshooting

APIs

CMS & SSO

Tools

Adobe Learning Manager (ALM)

Job description

Manage, upscale, 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

Soft Skill Requirements

• Experience in implementing/ supporting SAAS-based solutions preferably LMS/CMS.
• 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 AND EXPERIENCE of APIs
• An understanding of CMS and SSO is required

About iBCScorp

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