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: NOIDAOur companyAt 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 contribution
- Able to work on multiple deliverables and complete them in time-based deadlines
- Able to work in different shift to cater customer from all geos
- Communicating with internal teams from across the globe.
- Identifying the automation opportunities
- Carry out projects to represent Adobe in a professional manner.
- Pro-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.
- Effectively research, record, and maintain on-going knowledge of best practices for product usage in all areas of functionality.
- Build 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 improvingcustomer IT operational health in assigned accounts. The value the TAM brings to the customer is successfuloperation, and hence realization of value, of Adobe products. The value for Adobe is increased customerhappiness, reduced support costs, and awareness needed around product improvements.We are looking for a technical candidate, with a strong development/consulting/support background andvalidated customer-facing, and relationship building skills. The TAM will deliver pro-active services, advice andmentorship, and be the customer’s technical advocate within Adobe. This role will then coordinate with theAccount Management, support, consulting, Tech-Ops and engineering teams in Adobe, to ensure technicalqueries are addressed, in a timely manner, to meet project time-lines and requirements. The TAM also needs adeep 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.
- Innovative thinking and thoughtful risk taking.
- Excellent oral and written communication skills.
- Ability to partner across the organization.
- Customer Focused approach and problem solving mindset.
- Professional approach all company/project related information to be kept confidential.
- Experience working in a team environment, managing a diverse workload.
- Validated presentation skills, and experience organizing and running high-profile customer calls.
- Ability to analyze enterprise software issues (Java, web-server, network, OS, DB/SQL).
- Customer-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 technologies
- Web architecture and Topology
- Database Concepts and SQL Query language
- Working knowledge of different OS including WIN, LINUX
- Good understanding of OOPS/Networking concepts, SDLC and Agile frameworks.
- Nice-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.
- To 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.
- Pro-active Notifications of upcoming release and possible impact.
- Documentation of latest release updates, bug fixes , security fixes and tutorials for effective communication to Adobe's customers.
- Working cooperatively with Team members of other Adobe teams such as TAMs, Premier Support Teams, Engineering, Technical operations, and Deliverability.
- Work on Case Reviews and Service Reviews.
- Manages all communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets.
- Understanding of escalation handling procedures.
- Review of customer's environment to asses their technical readiness to achieve business and technical objectives.
- Identify gaps, risks and opportunities to provide recommendations, mitigation strategies and next steps.
- Participation in Business Intelligence processes including taking an active role in Knowledge base document creation.
- Responsible 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/invrelationsAdobe Executive Bios http://www.adobe.com/aboutadobe/pressroom/executivebiosAdobe is proud to be an Equal Employment Opportunity 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. Learn more.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 accommodations@adobe.com or call (408) 536-3015.
