Responsibilities/What You'll Do ● Manage, escalate, and drive satisfactory resolution of customers' technical support, service, and infrastructure issues based on 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. ● 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 technologies at customer sites and make ongoing recommendations to Solution partners if involved.
● Help develop and maintain best practices for implementing and supporting 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.
● Committed desire to provide customer satisfaction
● Robust written and verbal communication skills
● In-depth understanding of enterprise networks and infrastructure.
● Strong Troubleshooting and customer management skills are a must.
● In-depth understanding of APIs
● An understanding of CMS and SSO is required.
● Practical understanding of web servers and application servers..
● A practical understanding of Internet protocols: HTTP, SMTP, DNS, LDAP, and FTP is required.
● Basic Shell Scripting/Programming Experience (HTML, JavaScript, PHP) is an added advantage.