Technical Account Manager

Hey you! Want to work for one of the fastest growing SaaS companies in the world?

We’re building the next generation of learning software that companies like AWS, Netflix, Opentable and L’Oreal rely on to deliver training. We believe learning is for everyone, and that we all have something we can learn from each other. We rely on one another to continuously innovate our products and processes to create an exceptional experience for our employees, customers and partners.

Still not sure? We are a culture where values are at the center of everything we do. We also embody what we call the Docebo Heart . We trust our teammates, assume the best of one another, and also hold space for all the differences that make us better.

So what are you waiting for? Apply today! Join 900+ global Docebians and change the way people learn.

Are you ready to be a part of the learning revolution?

About This Opportunity:

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, with notice, up to 25% of time

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

Benefits & Perks

• Generous Vacation Policy, plus 2 extra floating holidays to use for religious or cultural events that matter to you
• Employee Share Purchase Plan
• Career progression/internal mobility opportunities
• Four employee resource groups to get involved with (the Docebo Women's Alliance, PRIDE, BIDOC, and Green Ambassadors)
• WeWork partnership and “Work from Anywhere” program

Hybrid Office Model

We believe when people are together, they develop deeper relationships and accelerate innovation. Because of this, all Docebo employees worldwide are “hybrid.” We encourage in-person collaboration while supporting work-from-home when employees need dedicated focus time, allowing Docebians to do their best every day. Each team leader is able to decide how often their teams come into the office, considering the needs of the team and the employee’s needs. Our Talent Acquisition team will let you know about the role you are applying for and the hybrid details during the first interview.

About Docebo

Here at Docebo, we power learning experiences for over 3000 customers around the world with our easy-to-use, AI-powered Suite designed to close the enterprise learning loop. We have successfully achieved 2 IPOs (TSX: DCBO & NASDAQ: DCBO), been recognized as a Top SaaS e-learning Solution, and are growing exponentially in the process.

Docebo is a global company with offices in North America, EMEA, APAC and more. Our people believe in six core values, simply defined and manifested in everything we do - Innovation, Simplicity, Accountability, Togetherness, Curiosity, and Impact. If this sounds like you, now is your time to join one of the fastest-growing learning technology companies on the market. Apply today!

Docebo is an Equal Employment Opportunity employer. We are committed to diversity and inclusion in our workforce. All qualified applicants and employees will receive consideration for employment regardless of their race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, citizenship status, age, disability, genetic information, or any other category protected under applicable law.

Any individuals requiring a reasonable accommodation to assist with their job search or application for employment should send an e-mail to recruiting_accommodations (at) docebo.com. The e-mail should include a description of the requested accommodation and the position you’re applying for or interested in.