Technical Account Manager

September 6

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Docebo

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Docebo's multi-product learning suite helps enterprises around the world tackle any learning challenge.

E-learning • Elearning • Lms • Cloud E-Learning • LO

501 - 1000

💰 $3M Series A on 2015-02

Description

• Take on full responsibility for the Docebo-customer relationship from a technical and product perspective, partnering with the Account Team responsible for the overall account relationship and all commercial aspects of the account. • Actively participate in strategic customer initiatives, contribute to customer growth and ensure obstacles to success of the initiative are overcome. • Understand and embody customer goals, eLearning objectives, teams, and architecture. • Act as a trusted advisor analyzing the possibilities for operational efficiencies, reliability of the platform, and impacts from new releases of the product. • Support the upskilling of customer resources in order to ensure the proper level of expertise on the Docebo products relevant to the success of the engagement. • 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 (proof of concept) to test new scenarios and present them to the appropriate customer stakeholders prior to a full roll-out to the whole organization. • Identify risk early in order to identify solutions, mitigate the impact and improve ongoing customer satisfaction. • Constantly monitor customer health, L&D strategy, and short/mid-term objectives and communicate those to Docebo leadership in partnership with Docebo Account Manager. • Create and deliver presentations regarding Docebo’s performance to contractual SLAs directly to customer senior and/or executive management, report concerns and pain points to Docebo leadership in partnership with Docebo Account Manager. • Track and monitor tickets submitted by customers through Docebo’s ticketing portal and assist with submitting tickets when appropriate. • Work with customer POCs to gather any additional information requested in order to triage or diagnose issues. • Provide customers with daily status updates on high-priority tickets and weekly or as-needed updates on medium and low-priority tickets if not covered via Elite Support

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 (JavaScript, CSS, HTML). • Working knowledge of iPaaS technology (e.g. Workato, Zapier, …) • Working knowledge-creating and executing SQL queries. • Working knowledge of AWS QuickSight or other BI reporting tool (e.g. Tableau, Looker, Domo, Power BI, Qlik Sense, …) • 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%.