• Has a U.S. citizenship in order to access the FedRAMP certification program
• 5 or more years of technical troubleshooting experience in a SaaS environment
• 2 or more years of enterprise or large account management experience in a SaaS environment
• At least two of the following:
• Working knowledge of front-end development technologies (JavaScript, CSS, HTML)
• Working knowledge of Mulesoft or other iPaaS technology (e.g. Workato, Zapier, …)
• Working knowledge-creating and executing SQL queries
• Working knowledge of AWS QuickSight or other BI reporting tool (e.g. Tableau, Looker, Domo, Power BI, Qlik Sense, …)
• Basic knowledge of back-end development practices
• Ability to make timely decisions and manage priorities with an analytical mindset and a process-oriented approach
• Strong ability to learn technical concepts and challenges, and translate them to business solutions
• Excellent communication and presentation skills, with the ability to clearly articulate our product and service vision, objectives, and offerings internally and externally
• Ability to adapt to the different stakeholders involved, and support the communication by reducing the complexity of highly technical conversations for executive and non-technical stakeholders
• Proactivity in advising for appropriate workarounds during issues or best practices
• Strong sense of organization and ownership, with a project management mindset and approach to leading and executing initiatives. Availability for domestic travel as needed, up to 20%

Desirable

• As a Technical Account Manager, your mission is to build, grow and deepen our customer relationships to ensure our customers are successful with Docebo
• You are passionate about helping customers connect their goals and challenges with our suite of LMS solutions
• Your goal is to make every one of our customers a lifelong partner
• A Technical Account Manager plays a crucial role by providing strategic guidance and technical support for the continuous monitoring and improvement of the Docebo learning platform
• Acting as a technical liaison between the executive, business, and technical stakeholders on the customer side and Docebo, a TAM provides deep product expertise, understanding customer needs and long-term strategy and converting them into tangible initiatives that leverage Docebo solutions as the main technology driver
• Docebo provides named Technical Account Managers that work side by side with assigned customers and their key stakeholders to fully understand their workflows and use cases,
• Gain a deep understanding of their business initiatives and goals, serve as a Docebo partner as an extension to their team, and work with Docebo resources internally to identify opportunities for efficiency gains while representing the customer’s interests when dealing with issues
• Take on full responsibility for the Docebo-customer relationship from a technical and product perspective, partnering with the Account Team responsible for the overall account relationship and all commercial aspects of the account
• Factively participate in strategic customer initiatives, contribute to customer growth and ensure obstacles to success of the initiative are overcome
• Understand and embody customer goals, eLearning objectives, teams, and architecture
• Act as a trusted advisor analyzing the possibilities for operational efficiencies, reliability of the platform, and impacts from new releases of the product
• Support the upskilling of customer resources in order to ensure the proper level of expertise on the Docebo products relevant to the success of the engagement
• Monitor customer issues and provide sound advice while bringing key Docebo team members to the table to help resolve them quickly
• Work with customer stakeholders to identify and troubleshoot issues, and run point with the Docebo team during critical customer events
• Support the preparation and execution of small pilot projects (proof of concept) to test new scenarios and present them to the appropriate customer stakeholders prior to a full roll-out to the whole organization
• Identify risk early in order to identify solutions, mitigate the impact and improve ongoing customer satisfaction
• Constantly monitor customer health, L&D strategy, and short/mid-term objectives and communicate those to Docebo leadership in partnership with Docebo Account Manager
• Create and deliver presentations regarding Docebo’s performance to contractual SLAs directly to customer senior and/or executive management, report concerns and pain points to Docebo leadership in partnership with Docebo Account Manager
• Track and monitor tickets submitted by customers through Docebo’s ticketing portal and assist with submitting tickets when appropriate
• Work with customer POCs to gather any additional information requested in order to triage or diagnose issues
• Provide customers with daily status updates on high-priority tickets and weekly or as-needed updates on medium and low-priority tickets if not covered via Elite Support