Technical Account Manager 1

Our Company Changing the world through digital experiences is what Adobe s all about We give everyone from emerging artists to global brands everything they need to design and deliver exceptional digital experiences We re passionate about empowering people to create beautiful and powerful images videos and apps and transform how companies interact with customers across every screen We re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity We realize that new ideas can come from everywhere in the organization and we know the next big idea could be yours Position TAM Service Center Business Unit Customer Experience Experience Cloud Location NOIDA Our company At Adobe we are changing the world How We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful We give businesses and organizations the power to truly engage their customers We re the ones behind the gorgeously designed content that streams across your laptop TV phone and tablet every day and we re the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most Digital Experience Cloud Overview Adobe Experience Cloud brings together all customer s marketing tech in a single place so they can do everything from managing their content and delivering email campaigns to automating their ad buying and measuring your success One integrated approach for customer experience management The Challenge Requires attention to detail approach to ensure meaningful contributionoAble to work on multiple deliverables and complete them in time-based deadlinesoAble to work in different shift to cater customer from all geosoCommunicating with internal teams from across the globe oIdentifying the automation opportunitiesoCarry out projects to represent Adobe in a professional manner oPro-actively develop and nurture good working relationships with internal teams and users at customer sites to ensure that their success with our product is assured through your efforts oEffectively research record and maintain on-going knowledge of best practices for product usage in all areas of functionality oBuild strong working relationships with other teams that support customer needs and business goals The Role The TAM provides delivery management of support issues and pro-active services passionate about improving customer IT operational health in assigned accounts The value the TAM brings to the customer is successful operation and hence realization of value of Adobe products The value for Adobe is increased customer happiness reduced support costs and awareness needed around product improvements We are looking for a technical candidate with a strong development consulting support background and validated customer-facing and relationship building skills The TAM will deliver pro-active services advice and mentorship and be the customer s technical advocate within Adobe This role will then coordinate with the Account Management support consulting Tech-Ops and engineering teams in Adobe to ensure technical queries are addressed in a timely manner to meet project time-lines and requirements The TAM also needs a deep understanding of the products and technologies involved to help assigned accounts avoid issues mitigate risks and lead through changes What you need to succeed Multi-year experience working in complex enterprise IT environments in consulting support account management development roles oInnovative thinking and thoughtful risk taking oExcellent oral and written communication skills oAbility to partner across the organization oCustomer Focused approach and problem solving mindset oProfessional approach all company project related information to be kept confidential oExperience working in a team environment managing a diverse workload oValidated presentation skills and experience organizing and running high-profile customer calls oAbility to analyze enterprise software issues Java web-server network OS DB SQL oCustomer-facing experience in enterprise projects Good conceptual understanding on one or more technologies in the following buckets Object-oriented programming experience Java SQL Javascript AngularJS JQuery CSS MongoDB web-server technologiesoWeb architecture and TopologyoDatabase Concepts and SQL Query languageoWorking knowledge of different OS including WIN LINUXoGood understanding of OOPS Networking concepts SDLC and Agile frameworks oNice-to-have Experience on any of the Adobe products Adobe Audience Manager Adobe Target Adobe Campaign Adobe Experience Manager Adobe Analytics or other Experience Cloud solution Responsibilities Delivery of pro-active services and preventive service oTo provide dedicated support during important customer events while coordinating with internal stakeholders and ensure smooth functioning of client s environment to minimize the risk of interruption of service oPro-active Notifications of upcoming release and possible impact oDocumentation of latest release updates bug fixes security fixes and tutorials for effective communication to Adobe s customers oWorking cooperatively with Team members of other Adobe teams such as TAMs Premier Support Teams Engineering Technical operations and Deliverability oWork on Case Reviews and Service Reviews oManages all communication with the appropriate level of etiquette timeliness and professionalism whilst working towards achieving agreed operational targets oUnderstanding of escalation handling procedures oReview of customer s environment to asses their technical readiness to achieve business and technical objectives oIdentify gaps risks and opportunities to provide recommendations mitigation strategies and next steps oParticipation in Business Intelligence processes including taking an active role in Knowledge base document creation oResponsible for ongoing knowledge and skills development and also for identifying developmental needs and addressing knowledge gaps At Adobe you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely If you are looking to make an impact Adobe s the place for you Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer Adobe is an equal opportunity employer We welcome and encourage diversity in the workplace regardless of race gender religion age sexual orientation gender identity disability or veteran status Adobe at a Glance Headquarters San Jose CA Founded 1982 IPO Date 1986 Employees 20 000 Offices 70 offices worldwide Manage incidents professionally and within stated timelines Assist in special projects and other duties as assigned Understands how the technology works and understands a client s implementation from a functional standpoint Describe and demonstrate product features and capabilities Demonstrate ownership and willingness to work on any assigned task in a timely manner Accountable for personal achievement against performance targets including ticket resolution responsiveness and turnaround time aging and ticket quality About Adobe India Adobe India offers a brilliant work environment that thrives on innovation a great corporate culture core values and some of the brightest coworkers anywhere Adobe has more than 8000 employees in India and has facilities in Bangalore and Noida Employees in the Bangalore office mainly work in the areas of product development and quality assurance The employees in Noida primarily focus on product and quality engineering in addition to supporting Adobe s Global Customer Care center Visit www adobeindia com for more information about Adobe India Other Info About Adobe and our three critical endeavors content authoring customer experience management and online marketing http www adobe com aboutadobe Adobe Corporate Social Responsibility http www adobe com corporateresponsibility Adobe Culture and Benefits http www adobe com aboutadobe careeropp cultureandbenefits html Adobe Investor Relations http www adobe com aboutadobe invrelations Adobe Executive Bios http www adobe com aboutadobe pressroom executivebios Adobe is proud to be an employer We do not discriminate based on gender race or color ethnicity or national origin age disability religion sexual orientation gender identity or expression veteran status or any other applicable characteristics protected by law Adobe aims to make Adobe com accessible to any and all users If you have a disability or special need that requires accommodation to navigate our website or complete the application process email or call 408 536-3015