Technical Account Manager

D2L

🇺🇸In-Person - Kitchener14mo ago

Corporate Customer Success Account Management Technical Support LMS Administration Enterprise Support

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Summary

The Technical Account Manager serves as a trusted advisor to D2L's premier customers, providing proactive and reactive technical guidance for infrastructure, projects, and support issues while driving customer success and satisfaction.

Key Responsibilities: Act as a named resource for strategic customers by managing weekly support incident summaries, leading escalation processes, running priority meetings, and coordinating across project, development, and infrastructure teams to resolve complex technical scenarios. Deliver TAM program offerings, mentor team members, maintain customer relationships, and proactively communicate product updates and strategic information to enterprise-level clients.

Skills & Tools: Strong knowledge of Brightspace best practices, learning management systems, and D2L solutions with demonstrated ability to lead teams and develop relationships with executive decision-makers. Excellent project organizational, written and verbal communication, conflict negotiation, and critical thinking skills with ability to manage multiple tasks concurrently and work independently in a remote environment.

Qualifications: Previous experience with learning management systems (preferably D2L) and demonstrated leadership in technology adoption, business process definition, and customer enablement programs. Proven track record managing enterprise-level accounts and delivering technical support at scale.

Location: Kitchener, Ontario, Canada

Compensation: Not provided by employer. Typical compensation for this role is CA$85,000 – CA$120,000/year based on title, seniority, and location.

Job Description

JOB SUMMARY:

The Technical Account Manager (TAM) is a trusted advisor to D2L's premier customers providing technical guidance for their infrastructure, on-going projects, and support issues; all while focusing on their operational and development systems. The TAM will provide a vital role in supporting customers' current and future environments, while keeping their success and satisfaction as a key business driver.

HOW WILL I MAKE AN IMPACT?

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.

WHAT YOU'LL BRING TO THE ROLE:

Competencies:

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

Skills

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