Technical Account Manager Job at Docebo (Toronto)

Job Description

As a Technical Account Manager, your mission is to build, grow and deepen our customer relationships to ensure our customers are successful with Docebo. You are passionate about helping customers connect their goals and challenges with our suite of LMS solutions. Your goal is to make every one of our customers a lifelong partner. A Technical Account Manager plays a crucial role by providing strategic guidance and technical support for the continuous monitoring and improvement of the Docebo learning platform. Acting as a technical liaison between the executive, business, and technical stakeholders on the customer side and Docebo, a TAM provides deep product expertise, understanding customer needs and long-term strategy and converting them into tangible initiatives that leverage Docebo solutions as the main technology driver. Docebo provides named Technical Account Managers that work side by side with assigned customers and their key stakeholders to fully understand their workflows and use cases, gain a deep understanding of their business initiatives and goals, serve as a Docebo partner as an extension to their team, and work with Docebo resources internally to identify opportunities for efficiency gains while representing the customer’s interests when dealing with issues.

Job Responsibility

Translate customer business goals into long-term technical strategies that leverage Docebo’s capabilities
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
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 Team
Guide customers through platform innovations aligned with future trends
Act as a trusted advisor analyzing the possibilities for operational efficiencies, reliability of the platform, and impacts from new releases of the product
Continuously monitor and assess technical health across key areas (API usage, integrations, custom modules, login/session trends)
Identify and mitigate technical risks before they impact business value or platform stability
Identify risk early in order to identify solutions, mitigate the impact and improve ongoing customer satisfaction
Collaborate with the Premium Advisor to analyze support case patterns and recommend systemic improvements that reduce overall case volume and improve long-term platform health
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
Collaborate across customer-facing and internal functions to drive strategic account planning, ensure continuity post-implementation, and align on roadmaps, technical priorities, and customer feedback
Work with customer stakeholders to identify and troubleshoot issues, and run point with the Docebo team during critical customer events
Serve as a technical liaison between customer stakeholders (technical and executive) and internal Docebo teams

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
Basic knowledge of back-end development practices and knowledge of OAuth 2.0, SAML and other Single Sign on Protocols
Working knowledge of front-end development technologies (JavaScript, CSS, HTML, RESTful APIs)
Ability to travel internationally, with notice, up to 25% of time
Flexibility to accommodate EMEA time zones as this role will support customers across the EMEA region
At least two of the following: Working knowledge of iPaaS technology (e.g. Workato, Zapier, …)
Working knowledge-creating and executing SQL queries
Working knowledge of data warehouse technology and BI reporting tools (e.g. Snowflake, Tableau, Looker, Domo, Power BI, Qlik Sense, AWS Quicksight …)

Nice to have

AWS Product Certification is a plus
Experience in the e-Learning, Learning Management or HCM industry
Experience supporting or consulting on platform performance, uptime, and scalability

What we offer

Employee Share Purchase Plan (ESPP) at a 15% discount
Access to health benefits
Paid vacation days
Two company-wide Docebo Days
Floating holidays for cultural celebrations
Birthday off
Parental leave coverage
Connect with global communities through Employee Resource Groups
4:30 PM Fridays (eligible employees only)
New-hire swag and access to internal swag store

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Technical Account Manager

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