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:
- Experience defining business process and providing enablement programs
- Demonstrated leadership in new feature/technology adoption and teaching by providing regular enablement, 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
- 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
EDUCATION REQUIREMENTS:
- Bachelor's degree in a related field
