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Facilitate meeting or exceeding customer satisfaction targets by delivering quality training in classroom environments (either in Learning Centers or at customers’ facilities) and over the Web.
Maintain deep knowledge and skill level while demonstrating expertise for all designated solutions, plus additional, complementary products and/or best practices.
Articulate at a granular level a respective product design or solution’s vision, capabilities, business value during offerings to both internal and external audiences.
Interact with Support to open and track product issues when necessary.
Consult/work with Subject Matter Experts, Instructional Designers, etc. to deliver the material in an effective and engaging way.
Provide analysis and feedback on training events to Delivery management.
Act as an Adobe representative in an external-facing role.
Encourage repeat-business with the students in each class.
Meet or exceed utilization expectations.
Successfully manage the training environment while reporting and resolving issues
Adhere to ATTask and Expense Policy.
Adhere to Adobe Policies of Code of Conduct/Ethics, Security and any required training.
Typical Role Definition
Professional Staff. An intermediate level professional role. Some evaluation, originality or ingenuity required to perform tasks. Knows and applies the fundamental concepts, practices, and procedures of a particular field.
Job-Specific Authority and Scope
Generally works without consulting their manager.
Independent decisions are made daily.
Examples of typical decisions without manager consultation:
Determine independently when to escalate curriculum and personnel issues
Make assignment-specific travel arrangements
Make class management decisions
Typically has no direct reports.
Typically has no total staff.
Typically has a global geographic focus.
Typically does not manage a budget.
Business Travel and Physical Demands
Business travel of approximately 75 or more percent yearly is expected for this position. Physical demands:
Office environment. No special physical demands required.
Bachelor’s Degree or global equivalent in Computer Science or a related field.
Typically, 2 or more years of industry experience in professional services, sales, technical support or related area applying technical skills, concepts, best practices and implementation experience to Adobe or competitor’s solutions.
Skills & Competencies
Excellent presentation, communication and writing skills.
Ability to multi-task and excellent time-management skills.
Ability to handle diverse group of employees, partners and/or customers including an international audience.
Ability to establish credibility and create confidence quickly and easily.
Excellent organizational and prioritization skills with a strong attention to detail and ability to meet deadlines.
Maintain high student satisfaction scores on post-class surveys.
Proven comprehension of solution capabilities and how specific products within the solution are designed to be integrated into the customer’s environment.
Advanced technology troubleshooting skills for products of one’s chosen expertise and basic general technology troubleshooting capabilities.
Ability to understand and communicate how a solution in one’s chosen expertise resolve typical customer business needs.
Instructor certification in at least 2 or more active courses and/or a minimum of 10 days as approved by management within 1 year.
Implementation experience (a must) (not require) or (desirable)
Project based development experience (must)
Training experience in some capacity (desirable)
WebCMS implementation experience (highly desirable)
Application support experience (desirable)
Knowledge of or experience with what specific Software or programing tools
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