Technical Account Manager
1 week ago
As a Technical Account Manager at Docebo, you will play a crucial role in building and maintaining strong relationships with our customers. Your mission is to ensure our customers are successful with our LMS solutions, providing strategic guidance and technical support to help them achieve their goals.
- Take on full responsibility for the Docebo-customer relationship from a technical and product perspective.
- Actively participate in strategic customer initiatives and contribute to customer growth.
- Understand and embody customer goals, eLearning objectives, teams, and architecture.
- Act as a trusted advisor analyzing the possibilities for operational efficiencies and impacts from new releases of the product.
- Support the upskilling of customer resources to ensure the proper level of expertise on the Docebo products.
- Monitor customer issues and provide sound advice while bringing key Docebo team members to the table to help resolve them quickly.
- Work with customer stakeholders to identify and troubleshoot issues, and run point with the Docebo team during critical customer events.
- Support the preparation and execution of small pilot projects to test new scenarios and present them to the appropriate customer stakeholders.
- Identify risk early and communicate those to Docebo leadership in partnership with the Docebo Account Manager.
- Create and deliver presentations regarding Docebo's performance to contractual SLAs directly to customer senior and/or executive management.
- Track and monitor tickets submitted by customers through Docebo's ticketing portal and assist with submitting tickets when appropriate.
Requirements:
- 5 or more years of technical troubleshooting experience in a SaaS environment.
- 2 or more years of enterprise or large account management experience in a SaaS environment.
- At least two of the following: working knowledge of front-end development technologies, working knowledge of iPaaS technology, working knowledge of creating and executing SQL queries, working knowledge of AWS QuickSight or other BI reporting tool, basic knowledge of back-end development practices.
- Ability to make timely decisions and manage priorities with an analytical mindset and a process-oriented approach.
- Strong ability to learn technical concepts and challenges, and translate them to business solutions.
- Excellent communication and presentation skills, with the ability to clearly articulate our product and service vision, objectives, and offerings internally and externally.
- Ability to adapt to the different stakeholders involved, and support the communication by reducing the complexity of highly technical conversations for executive and non-technical stakeholders.
- Proactivity in advising for appropriate workarounds during issues or best practices.
- Strong sense of organization and ownership, with a project management mindset and approach to leading and executing initiatives.
- Availability for travel across North America as needed, up to 20%.
Preferred requirements:
- Proficiency in French is a strong plus.
- AWS Product Certification is a plus.
- Experience in the e-Learning, Learning Management or HCM industry.
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