Technical Account Manager

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D2L

πŸ’΅ $43k-$57k
πŸ“Remote - Canada

Job highlights

Summary

Join D2L's Talent Acquisition team as a Technical Account Manager (TAM) and become a trusted advisor to our premier customers. You will provide technical guidance on infrastructure, projects, and support, focusing on operational and development systems. This vital role supports customers' current and future environments, driving their success and satisfaction. Responsibilities include acting as a named resource for strategic customers, leading account growth, mentoring team members, and collaborating cross-departmentally to solve complex issues. You will also engage with various D2L teams to meet client needs and proactively communicate with clients on product information and strategic plans. The ideal candidate possesses strong knowledge of Brightspace, leadership skills, and excellent communication abilities.

Requirements

  • Strong knowledge of Brightspace best practices, with experience defining business process and providing enablement programs
  • Demonstrate leadership in new feature and technology adoption and teaching by providing regular enablement and solution overview sessions and documentation for customers and other team-members
  • Ability to Lead members of account teams effectively and ensure the execution of the account plan
  • Ability to develop strong relationships with executive, enterprise-level decision makers
  • Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure
  • Previous knowledge of learning management systems, preferably D2L
  • Strong project organizational skills
  • Strong relationship building skills and conflict negotiation skills
  • Strong written and verbal communication skills; including the ability to present technical issues to a non-technical audience
  • Self-starter, capable working independently and remotely
  • Ability to think critically; to identify problems and to generate evaluates and implements real-time
  • Ability to be on call in after-hours situations

Responsibilities

  • Work as a Named Resource for a group of Strategic D2L customers both proactively based on established metrics, and reactively based on direct customer engagement to provide augmented support to D2L customers including: Weekly summaries of open Support Incidents
  • Run Weekly meetings to review and prioritize open Support Incidents
  • Act as an escalation point to customers
  • Proactively lead the process to grow accounts
  • Provide mentorship for team members to help them grow in their technical knowledge and provide premium customer experience
  • Help drive team expertise and technical thought leadership
  • Work cross-departmentally to find solutions to complex scenarios and integration issues
  • Engage D2L Project, Development, Deployment and Infrastructure Consulting teams to satisfy reporting and product needs on client's behalf
  • Organize and report on findings as directed to enrich internal processes
  • Deliver offerings as defined in the TAM program
  • Work closely with support engineers, and Support Management and SaaS groups to ensure proper escalation and resolution processes are utilized
  • Communicate proactively with Clients regarding product and program information, supportability issues and strategic product plans where appropriate
  • Maintain and expand working knowledge of D2L solutions
  • Research and expand working knowledge of current and upcoming D2L solutions based on specific Client needs
  • Leverage customer relationship to create and enhance internal processes to encourage better knowledge of and attention to customer needs

Benefits

  • Wellness Subsidy
  • Equity Grants
  • Variable Incentive
  • Impactful work transforming the way the world learns
  • Flexible work arrangements
  • Learning and Growth opportunities
  • Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program
  • 2 Paid Days off for Catch the Wave related activities like exams or final assignments
  • Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)
  • Retirement planning
  • 2 Paid Volunteer Days
  • Competitive Benefits Package
  • Home Internet Reimbursements
  • Employee Referral Program
  • Wellness Reimbursement
  • Employee Recognition
  • Social Events
  • Dog Friendly Offices at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne

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