Technical Account Manager

🔥 16 hours ago

🇨🇦 Canada – Remote

💵 $65k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Account Manager

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D2L

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1999

📚 Education

☁️ SaaS

💰 $85M Series B on 2014-08

Education • SaaS

D2L is a company committed to transforming the future of education and work through high-quality learning solutions. Their platform, D2L Brightspace, offers personalized, scalable learning opportunities tailored for various sectors, including K-12 education, higher education, business, training organizations, and government. D2L provides a comprehensive learning management system that incorporates AI-driven tools to enhance teaching and learning experiences. The company emphasizes accessibility and inclusivity, ensuring that their solutions meet diverse learner needs, and supports their users with dedicated customer and learning services.

📋 Description

• Serve as a named resource for strategic D2L customers, providing proactive and reactive augmented support • Provide 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 • Mentor team members in technical knowledge and premium customer experience • Drive team expertise and technical thought leadership • Work cross-departmentally to resolve complex scenarios and integration issues • Engage Project, Development, Deployment and Infrastructure Consulting teams on clients’ behalf • Organize and report findings to enrich internal processes • Deliver offerings defined in the TAM program • Coordinate with support engineers, Support Management and SaaS groups on escalation and resolution processes • Communicate proactively with clients about product and program information, supportability issues and strategic product plans • Maintain and expand knowledge of D2L solutions • Research current and upcoming D2L solutions based on client needs • Use customer relationships to improve internal processes and attention to customer needs

🎯 Requirements

• Strong knowledge of Brightspace best practices, with experience defining business process and providing enablement programs • Leadership in new feature and technology adoption, including regular enablement and solution overview sessions and documentation • Ability to lead account-team members and ensure execution of the account plan • Ability to develop strong relationships with executive, enterprise-level decision makers • 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 and conflict-negotiation skills • Strong written and verbal communication skills, including presenting technical issues to non-technical audiences • Capable of working independently and remotely • Critical-thinking and real-time problem-solving ability • Ability to be on call in after-hours situations • Acumen with Artificial Intelligence tools

🏖️ Benefits

• Additional benefits may include Wellness Subsidy • Equity Grants • Variable Incentive • Flexible work arrangements • Learning and Growth opportunities • Tuition reimbursement of up to $4,000 CAD for continuing education through the SkillsWave Program • 2 Paid Days off for SkillsWave-related activities like exams or final assignments • Employee wellbeing, including 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 Offices Spaces at HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices

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