Technical Account Manager, DigitalEd
CA$68-72.3k
Junior and Mid level
Remote from Canada
Learning platform for Science, Technology, Engineering and Mathematics
Be an early applicant
Learning platform for Science, Technology, Engineering and Mathematics
21-100 employees
EducationLearningDigital MediaSaaS
Be an early applicant
CA$68-72.3k
Junior and Mid level
Remote from Canada
21-100 employees
EducationLearningDigital MediaSaaS
Company mission
DigitalEd's mission is to transform online education and empower educators across the world to make learning better for everyone.
Role
Who you are
- Our ideal Technical Account Manager thrives at the intersection of technology and strategic client partnership. We are looking for someone who understands the confluence of deep technical knowledge and consultative commercial instincts. An ideal profile for this role is someone who:
- Has proven experience in EdTech; with LMS/EdTech platforms, including deep, demonstrable knowledge of LTI and API integrations
- Is comfortable partnering with Sales to lead technical discovery, build tailored product demos, and articulate complex solutions into clear value propositions
- Has had direct experience owning a portfolio of accounts, monitoring adoption, and directly contributing to or managing renewal outcomes
- Has the ability to systematically diagnose and resolve complex technical, integration, and institutional issues as a final escalation point
- Has a proven ability to manage, execute, and deliver multi-phase technical implementation and onboarding projects on schedule
- Can confidently translate technical concepts into clear, simple language for all audiences, from IT to executive leadership
- Has the instinct to anticipate and address customer needs or adoption barriers before they escalate into critical issues
- Is proficient in designing effective training plans and creating high-quality, actionable technical documentation and knowledge base content
What the job involves
- Spanning multiple stages of the Customer Journey, a Technical Account Manager (TAM) at DigitalEd plays a pivotal role in ensuring our customers achieve transformative success with Möbius.
- Espousing the capabilities and functionality of Möbius, the ideal Technical Account Manager is detail-oriented and inherently curious, driven by a passion for consultative technical guidance that meets customers exactly where they are
- This role acts as a strategic solution consultant, partnering with Account Owners in developing business opportunities, by showcasing Möbius in action.
- A Technical Account Manager owns the technical success: aligning on the account strategy to define training plans and key learning outcomes, ensuring successful implementation, maximizing adoption through education, and providing ongoing support through renewal
- You’ll apply a strong resolve and communication ability to complex technical queries, simplifying difficult issues into clear, manageable resolutions. If you thrive on being the critical bridge between sales promise and technical execution, this is an exciting opportunity to leave your mark
- Strategic Technical Solutioning: You'll act as a technical advisor in prospect and customer engagements. You will partner with Account Owners to understand needs, build or assemble personalized materials showing Möbius in action, and scope out crucial institutional integrations, including LTI connections. Your expertise will directly demonstrate how Möbius solves customer-specific teaching and learning challenges, and the personalized materials you deliver will serve as the basis for ongoing engagement and training
- Ensure Account Success & Manage Renewals: You will manage a portfolio of House Accounts, serving as their primary post-sales technical and relationship contact. You are responsible for monitoring account health, driving platform adoption, and addressing any usage blockers proactively. Crucially, you will actively manage the renewal cycle for these accounts, ensuring continued partnership and revenue stability
- Provide Exceptional Technical Support: You’ll serve as a first point of contact for our users, troubleshooting and resolving a wide range of technical issues. This could mean helping students access their assignments, guiding Instructors on how to best use the platform for their course, or advising an institution on the best practices for hybrid learning with Möbius. You'll collaborate with our Engineering and Product teams to investigate and solve complex problems, ensuring a smooth, positive experience for every user
- Educate & Empower our Users: You'll use your deep product expertise and strong communication skills to empower STEM instructors. This involves building relationships, guiding new users through the onboarding and implementation process, and helping them discover how to leverage Möbius to meet their teaching goals
- Drive Technical Implementation & Onboarding: You'll own the technical customer journey from contract signing to successful launch. This involves architecting and executing the full implementation and onboarding process, ensuring it aligns with the Account Owner’s strategy. You’ll manage system setups, configure integrations, and guide new Instructors and institutional staff on how to best leverage the full capabilities of Möbius to meet their teaching goals
- Contribute to Product Knowledge: You'll know the Möbius platform inside and out. As you work with users, you'll identify and document bugs and common requests, sharing your findings with internal teams. You'll also be an active participant in your team, both giving and receiving feedback to continually improve our product and processes, in addition to creating and maintaining customer facing and internal product support documentation, KBAs, FAQs, and training resources
- Measures of Performance: How You Know You're Doing Well
- Account Health & Retention: You will successfully manage and renew your assigned House Account portfolio, consistently maintaining high customer satisfaction and exceeding targets for platform adoption and retention rates
- Implementation Excellence: You'll complete new customer implementations and technical configurations (like LTI setup) efficiently and on schedule, leading to high utilization and positive initial user feedback. You will consistently seek feedback to refine and improve your process
- Product Proficiency: You'll demonstrate your growing expertise by confidently applying your knowledge of the Möbius platform, LTI standards, and best practices across all customer situations
- Customer Impact: Our customers will consistently feel heard and supported, and their issues will be resolved to their satisfaction, leaving them with a positive impression of DigitalEd
- Effective Problem Solving: You'll take ownership of customer issues, driving them to a successful resolution. You'll meet and exceed your individual service level agreements (SLAs), while also contributing to the team's overall performance goals
- Collaborative Teamwork: You'll work seamlessly with other teams, like Customer Success, Sales, Engineering and Product, to ensure customer issues are resolved quickly. You'll also actively participate in team feedback sessions, both giving and receiving constructive input
- Coaching & Feedback Sessions: You’ll participate in a regular review of your numbers, to know exactly how you’re doing in the role; all while receiving coaching and feedback from leadership
Our take
DigitalEd wants to shape the world through digital learning. Its Möbius platform is a comprehensive solution designed for the unique needs of teaching science, technology, engineering and maths. DigitalEd’s products, powered by Maple, are uniquely positioned to provide effective tools for online STEM education.
Students today are accustomed to the immediacy that comes with technology. They expect their experience in the classroom to resemble the way communication and information are delivered through their digital devices. DigitalEd provides an interactive digital learning environment that can be accessed anytime, anywhere, providing sophisticated automatic marking and immediate, focused student feedback.
With its focus on students, DigitalEd has a strong chance of changing the way people learn for the better. DigitalEd currently supports over 300 educational institutions worldwide, administering over 20 million tests and assignments, supporting online learning for world-class universities, institutes of technology, and community colleges.
Steph
Company Specialist at Welcome to the Jungle
Insights
-18% employee growth in 12 months
Company
Funding (1 round)
Mar 2019
$7m
EARLY VC
Total funding: $7m
Company benefits
- Retirement savings program
- Stock options program
- Work from home opportunities
- Full group benefits health plan
- Personal health days on top of your vacation entitlement
- The opportunity to participate in an equity incentive program
- Parent-friendly environment
Company HQ
Waterloo, ON
Leadership
James Cooper
(CEO)Began a career as a control engineer with CAE Electronics, was then President and founder of TRF Inc. (the maker of digital Input Devices for the 3D animation industry), co-owner of WESCAM and he has been CEO at Maplesoft for over 20 years.
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