Technical Account Manager

Responsibilities:

• 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.
• Factively 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:

• Has a U.S. citizenship in order to access the FedRAMP certification program.
• 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 Mulesoft or other 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 domestic travel as needed, up to 20%.

Preferred requirements:

• Residing in a location within MDT or PST time zones, or availability to adapt to MDT or PST working hours.
• AWS Product Certification is a plus.
• Proficiency in Spanish, French or any other additional language is a strong plus.
• Previous working experience with U.S. Government organizations is a plus.
• Experience in the e-Learning, Learning Management or HCM industry.