Technical Account manager

Job Description

Job Title: Technical Account Manager Adobe Learning Manager (ALM) Location:bangalore Job Summary: We are seeking a highly motivated and experienced Technical Account Manager (TAM) to manage, escalate, and drive satisfactory resolution of customer issues related to Adobe products, particularly Adobe Learning Manager (ALM) . The ideal candidate will have experience in SaaS-based solution support and implementation, with strong technical troubleshooting and customer-facing skills. In this role, you will lead ALM implementations, support complex integration projects, and act as a trusted advisor to our enterprise clients. You will also collaborate with cross-functional Adobe teams including Product Support, Engineering, Product Management, and Customer Success. Key Responsibilities: Manage and drive the resolution of customer issues involving Adobe technologies, primarily Adobe Learning Manager. Lead implementation and consulting projects, including planning, scheduling, execution, and post-implementation support. Take ownership of escalated technical issues (P0/P1) and provide timely resolution, including during non-operational hours if required. Act as a liaison between the customer, Adobe Product Support, Engineering, and Product Management teams. Proactively communicate with customers regarding product updates, upgrades, and recommend necessary actions to ensure system availability. Review customer ALM deployments to suggest best practices, fine-tuning, and ongoing optimization. Monitor customer configurations and reports, and advise solution partners as needed. Contribute to internal and external Knowledge Base development. Maintain expert-level knowledge of Adobe products, especially ALM, and provide product feedback to internal teams based on real-world customer usage. Support Adobes customer success goals by ensuring high levels of satisfaction and engagement. Required Skill Set: Experience: 410 years in Account Management or Customer Success (pre-sales or post-sales) in a SaaS environment. Technical Expertise: Hands-on experience with Learning Management Systems (LMS) and/or Content Management Systems (CMS). Strong understanding of enterprise networking and infrastructure. Proficient in integration using APIs (REST/SOAP). Troubleshooting and problem-solving skills in customer environments. Communication: Excellent verbal and written communication skills; ability to manage difficult conversations with diplomacy. Protocols: Knowledge of internet protocols such as HTTP, SMTP, DNS, LDAP, FTP . Platform Knowledge: Understanding of CMS, SSO (Single Sign-On), Web and Application Servers. Preferred / Advantageous Skills: Working knowledge of Adobe Learning Manager or other Adobe Experience Cloud solutions. Experience with Shell scripting or basic programming languages like HTML, JavaScript, PHP . Familiarity with SQL and ability to query data for reporting or troubleshooting. Experience with customer support tools and CRM platforms. Ability to create documentation, how-to guides, and best practice articles.