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Technical Account Manager

hace 2 meses

Xico, México D2L A tiempo completo
About the Role

The Technical Account Manager (TAM) is a trusted advisor to D2L's premier customers, providing technical guidance for their infrastructure, ongoing projects, and support issues. This role focuses on operational and development systems, ensuring customer success and satisfaction.

Key Responsibilities
  • Work as a Named Resource for a group of Strategic D2L customers, providing augmented support and technical expertise.
  • Proactively lead the process to grow accounts, providing mentorship for team members to enhance their technical knowledge and customer experience.
  • Engage D2L Project, Development, Deployment, and Infrastructure Consulting teams to satisfy reporting and product needs on behalf of clients.
  • Organize and report on findings to enrich internal processes and deliver offerings as defined in the TAM program.
  • Work closely with support engineers, Support Management, and SaaS groups to ensure proper escalation and resolution processes.
  • Communicate proactively with Clients regarding product and program information, supportability issues, and strategic product plans.
  • Maintain and expand working knowledge of D2L solutions and research current and upcoming solutions based on specific Client needs.
Requirements
  • Strong knowledge of Brightspace best practices and experience defining business processes and providing enablement programs.
  • Demonstrated leadership in new feature and technology adoption, teaching by providing regular enablement and solution overview sessions and documentation.
  • 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.
Preferred Qualifications
  • Bachelor's degree or diploma in a related field.
  • Minimum 5 years' experience in a similar role or a software services or technical role.
About D2L

D2L is a cloud company that is modernizing education and building the Future of Work. We are dedicated to providing you with the tools to do the best work of your life. Our company culture values flexible work arrangements, learning and growth opportunities, and a commitment to transforming the way the world learns.