Technical Account Manager

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