Technical Account Manager
Technical Account Manager
Posted on :
12-04-2025
Employer Active
1 Vacancy
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Job Description
Please note: we are seeking candidates based in BC
JOB SUMMARY:
The Technical AccountManager (TAM) is a trusted advisor to D2Lspremier 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 WILL I MAKE AN IMPACT
- Workas a Named Resource for a group of Strategic D2Lcustomers 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 Weeklymeetings 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 crossdepartmentally 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 clients 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 ofD2L 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 YOULL 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 teammembers
- Ability to Lead members of account teams effectively and ensure the of the account plan
- Ability to develop strong relationships with executive enterpriselevel 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 nontechnical audience
- Selfstarter capable working independently and remotely
- Ability to think critically; to identify problems and to generate evaluates and implements realtime
- Ability to be on call in afterhours situations
Required Experience:
Manager
Employment Type
Full Time
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