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.
Responsibilities:
- 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)
- Additional Skills:
- 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.
- Ability to forecast the impact of new product releases on customer environments and advise customers on testing, integration, and release readiness planning.
Preferred Requirements:
- 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.
