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
• Acumen with Artificial Intelligence tools

This posting is for a current vacancy

The expected base salary range for a new hire in this role is listed below. The annualized base salary offered is determined by each candidate’s relevant knowledge, skills, education, training and experience. It is aligned to ensure both internal and external competitiveness using market data for the geographic location and industry. As part of the total compensation at D2L the role may be eligible for additional benefits including a Wellness Subsidy, Equity Grants, Variable Incentive, and more.

Base Salary Range$65,000—$90,000 CAD

Don’t meet every single requirement? We strongly encourage you to still apply! At D2L, we are committed to creating a diverse and inclusive environment. We encourage your application even if you don't believe you meet every single qualification outlined, because we love to help our people grow and develop!

Why we're awesome:

At D2L, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and benefits may vary depending on location or employment type, we are proud to provide employees with the following through #LifeAtD2L:

• 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 Offices Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices.

D2L is committed to a fair and inclusive work environment. We are an equal opportunity employer that hires and attracts talent regardless of age, race, creed, color, religion, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, status as a protected veteran or any other legally protected grounds and will not discriminate on these bases. We draw on diversity of thought and experience to reflect the rich array of cultures representing our broad customer base and we seek talent with diversity of life experiences and perspectives from around the world. If you have special accessibility requirements that need to be considered during the recruitment process, please let us know by emailing us at careers@d2l.com and a member of our HR team will get back to you. Information received relating to accommodation needs of applicants will be addressed confidentially. D2L maintains a drug-free workplace.