Simplify Logo

Full-Time

Technical Account Manager

Confirmed live in the last 24 hours

Docebo

Docebo

501-1,000 employees

Corporate e-learning platform utilizing AI

Enterprise Software
AI & Machine Learning
Education

Senior, Expert

Athens, GA, USA

US Citizenship Required

Category
Customer Success Management
Sales & Account Management
Required Skills
Power BI
Communications
Management
SQL
AWS
HTML/CSS
Zapier
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 help businesses train 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 dynamic. Targeting corporate clients across different industries, Docebo operates in the rapidly growing corporate e-learning sector, which emphasizes the importance of continuous employee development. The company uses a Software-as-a-Service (SaaS) model, allowing clients to subscribe and pay a recurring fee based on their usage and required features. This subscription model provides a steady revenue stream and the flexibility for clients to scale their training solutions. Docebo stands out from competitors by integrating multiple learning approaches and leveraging AI to enhance the training process.

Company Stage

Series A

Total Funding

$6.4M

Headquarters

Toronto, Canada

Founded

2005

Simplify Jobs

Simplify's Take

What believers are saying

  • Docebo's recognition with seven Brandon Hall Group Excellence in Technology Awards underscores its industry leadership and innovative capabilities.
  • Recent investments from firms like Intact Investment Management and Russell Investments Group highlight strong market confidence in Docebo's growth potential.
  • The introduction of 'Docebo for Microsoft Teams' expands its integration capabilities, making it more versatile and accessible for users.

What critics are saying

  • The competitive landscape of the e-learning sector is intense, requiring continuous innovation to maintain market position.
  • Dependence on subscription fees means that economic downturns or budget cuts in client companies could impact revenue.

What makes Docebo unique

  • Docebo integrates formal, social, and experiential learning methods into a single platform, setting it apart from traditional LMS providers.
  • The use of artificial intelligence to personalize learning experiences offers a dynamic and adaptive training solution, unlike many competitors.
  • Docebo's SaaS model allows for scalable and flexible usage, catering to the varying needs of corporate clients.