Experience

• Technical Account Manager at Adobe

  Denver, United States of America

  January 2015 - Present

  The Technical Account Manager (TAM) position is a customer-facing technical support and client services role, enabling client success by resolving technical issues, providing training, maintaining documentation and delivering operational recommendations driven by strategic customer requirements.

  Responsibilities
  
  - Act as named point of contact to provide consultative technical support

  - Act as video technology specialist bringing knowledge to the team in the deployment, operation and troubleshooting of video player SDKs, video ad serving, digital rights management, encoding and packaging, live streaming and video-on-demand technology

  - Provide timely resolution to technical and product inquiries within established SLAs, including regular status updates to clients

  - Trouble-shoot/qualify cases before escalating into Engineering

  - Collaborate with internal teams to drive prioritization, analysis and resolution of complex technical issues, resulting in the highest level of customer satisfaction

  - Contribute to knowledge base, documentation, and support ticket systems