Docebo

Technical Account Manager

United States

Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Learning Management Systems, EdTechIndustries

About the Role

Employment Type: Full Time

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.

Responsibilities

  • Translate customer business goals into long-term technical strategies that leverage Docebo’s capabilities.
  • 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.
  • Actively 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.
  • 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 Team.
  • Guide customers through platform innovations aligned with future trends.
  • Act as a trusted advisor analyzing the possibilities for operational efficiencies, reliability of the platform, and impacts from new releases of the product.
  • Continuously monitor and assess technical health across key areas (API usage, integrations, custom modules, login/session trends).
  • Identify and mitigate technical risks before they impact business value or platform stability.
  • Identify risk early in order to identify solutions, mitigate the impact and improve ongoing customer satisfaction.
  • Collaborate with the Premium Advisor to analyze support case patterns and recommend systemic improvements that reduce overall case volume and improve long-term platform health.
  • 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.
  • Collaborate across customer-facing and internal functions to drive strategic account planning, ensure continuity post-implementation, and align on roadmaps, technical priorities, and customer feedback.
  • Work with customer stakeholders to identify and troubleshoot issues, and run point with the Docebo team during critical customer events.
  • Serve as a technical liaison between customer stakeholders (technical and executive) and internal Docebo teams.

Requirements

  • 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.
  • Basic knowledge of back-end development practices and knowledge of OAuth 2.0, SAML and other Single Sign on Protocols.
  • Working knowledge of front-end development technologies (JavaScript, CSS, HTML, RESTful APIs).
  • Ability to travel internationally, with notice, up to 25%.

Skills

Customer Relationship Management
Technical Support
Product Expertise
Strategic Guidance
LMS Solutions
eLearning
Account Management
Problem-Solving
Communication
Presentation Skills

Docebo

Corporate e-learning platform with AI integration

About Docebo

Docebo creates software and support systems to assist businesses in training their employees and stakeholders. Its platform combines various learning methods, such as formal, social, and experiential learning, enhanced by artificial intelligence to make the learning experience more personalized and engaging. This approach sets Docebo apart from traditional learning management systems that focus solely on formal courses. The company primarily targets corporate clients across different industries, recognizing the growing need for effective training solutions in the corporate e-learning sector. Docebo operates on a Software-as-a-Service (SaaS) model, where clients subscribe to access its platform, allowing for flexible usage based on their needs. The company's goal is to provide a comprehensive learning platform that supports continuous employee development and adapts to the evolving demands of the workforce.

Toronto, CanadaHeadquarters
2005Year Founded
$5.6MTotal Funding
IPOCompany Stage
Enterprise Software, EducationIndustries
1,001-5,000Employees

Benefits

Paid Vacation
Employee Stock Purchase Plan
Hybrid Work Options
Remote Work Options

Risks

Dayforce's new LMS launch could increase competition in the e-learning market.
CFO transition might cause temporary instability in Docebo's financial management.
Warburg Pincus's share acquisition may lead to increased influence over company decisions.

Differentiation

Docebo integrates formal, social, and experiential learning methods, enhancing learning personalization.
The platform leverages advanced AI capabilities for dynamic and personalized learning experiences.
Docebo's SaaS model allows scalable and flexible learning solutions for corporate clients.

Upsides

Docebo's partnership with Class Technologies enhances virtual instructor-led training capabilities.
Recognition with nine Brandon Hall Awards reinforces Docebo's leadership in learning innovation.
The alliance with Deloitte supports building robust learning ecosystems for large organizations.

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