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 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
. 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 clients 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 Adobes 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 customers 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
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