[Hiring] Technical Account Manager @D2L

Role Description

Every day, our software is used by millions of people around the world, and we are looking for individuals who share in our excitement and passion for transforming the way the world learns. At D2L, we believe that learning should be accessible and engaging. Our goal is to create easy, flexible, and smart software that ignites the desire to learn in everyone. To do this, we need to give talented, enthusiastic, and passionate people opportunities to create, develop, and collaborate on projects that revolutionize the learning environment.

The Technical Account Manager (TAM) is a trusted advisor to D2L's premier customers providing technical guidance for their infrastructure, ongoing 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 You Will 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.

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 of working independently and remotely
• Ability to think critically; to identify problems and to generate, evaluate and implement real-time solutions
• Ability to be on call in after-hours situations

Suggested Qualifications/Experience

• Bachelor's degree or diploma in a related field
• Experience in a similar role or a software services or technical role

Why we're awesome

• Impactful work transforming the way the world learns
• Flexible work arrangements
• Learning and Growth opportunities
• Tuition reimbursement of up to $4,000 CAD for continuing education through our SkillsWave Program
• 2 Paid Days off for SkillsWave-related activities like exams or final assignments
• Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)
• Retirement planning
• 2 Paid Volunteer Days
• Competitive Benefits Package
• Home Internet Reimbursements
• Employee Referral Program
• Wellness Reimbursement
• Employee Recognition
• Social Events
• Dog Friendly Office Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices.