Manage, escalate, and drive satisfactory resolution of customers' technical support, service, and infrastructure issues based on Company products and technologies.
Manage implementation and consulting projects, where you would be expected to plan, schedule, and implement 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 Company
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 Company technologies at customer sites and make ongoing recommendations to Solution partners if involved.
Help develop and maintain best practices for implementing and supporting Company products in both internal and customer-facing Knowledge Bases
Maintain intimate knowledge of all products and services
Provide clear and constructive product feedback to Product Management based on customer requirements
Qualifications
4-5 years of account management experience (either pre- or post-sales)
Experience in implementing/ supporting SAAS-based solutions preferably LMS/CMS.
Experience in high-tech web technologies and Integration using APIs.