Technical Account Manager, Docebo

• 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, with notice, up to 25% of time
• 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
• 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

Desirable

• 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
• 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