Technical Account Manager

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% of time
• Flexibility to accommodate EMEA time zones as this role will support customers across the EMEA region
• At least two of the following:
• Working knowledge of iPaaS technology (e.g. Workato, Zapier,)
• Working knowledge-creating and executing SQL queries.
• Working knowledge of data warehouse technology and BI reporting tools (e.g. Snowflake, Tableau, Looker, Domo, Power BI, Qlik Sense, AWS Quicksight)
• Additional Skills:
• 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.
• Ability to forecast the impact of new product releases on customer environments and advise customers on testing, integration, and release readiness planning.

Preferred Requirements:

• AWS Product Certification is a plus.
• Experience in the e-Learning, Learning Management or HCM industry.
• Experience supporting or consulting on platform performance, uptime, and scalability.