Full-Time

Technical Account Manager

Posted on 8/23/2024

Docebo

Docebo

1,001-5,000 employees

Corporate e-learning platform with AI integration

Enterprise Software
Education

Senior

Athens, GA, USA

Hybrid position requires in-office presence.

US Citizenship Required

Category
Customer Success Management
Sales & Account Management
Required Skills
Power BI
JavaScript
SQL
Tableau
Looker
HTML/CSS
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%.
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.

Docebo creates software and support systems to assist businesses in training their employees and stakeholders. Its platform combines various learning methods, such as formal, social, and experiential learning, enhanced by artificial intelligence to make the learning experience more personalized and engaging. This approach sets Docebo apart from traditional learning management systems that focus solely on formal courses. The company primarily targets corporate clients across different industries, recognizing the growing need for effective training solutions in the corporate e-learning sector. Docebo operates on a Software-as-a-Service (SaaS) model, where clients subscribe to access its platform, allowing for flexible usage based on their needs. The company's goal is to provide a comprehensive learning platform that supports continuous employee development and adapts to the evolving demands of the workforce.

Company Stage

IPO

Total Funding

$5.6M

Headquarters

Toronto, Canada

Founded

2005

Growth & Insights
Headcount

6 month growth

10%

1 year growth

10%

2 year growth

10%
Simplify Jobs

Simplify's Take

What believers are saying

  • Docebo's partnership with Class Technologies enhances virtual instructor-led training capabilities.
  • Recognition with nine Brandon Hall Awards reinforces Docebo's leadership in learning innovation.
  • The alliance with Deloitte supports building robust learning ecosystems for large organizations.

What critics are saying

  • Dayforce's new LMS launch could increase competition in the e-learning market.
  • CFO transition might cause temporary instability in Docebo's financial management.
  • Warburg Pincus's share acquisition may lead to increased influence over company decisions.

What makes Docebo unique

  • Docebo integrates formal, social, and experiential learning methods, enhancing learning personalization.
  • The platform leverages advanced AI capabilities for dynamic and personalized learning experiences.
  • Docebo's SaaS model allows scalable and flexible learning solutions for corporate clients.

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Benefits

Paid Vacation

Employee Stock Purchase Plan

Hybrid Work Options

Remote Work Options

INACTIVE