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Technical Account Manager
4 weeks ago
New models of teaching and learning enable a personalized, student-centric experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.
D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.
D2L has had a singular mission for 25 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally.
A member of our Talent Acquisition team reviews ALL of our applications - yes a real person reviews resumes They are excited to read more about what amazing things you could add to D2L.
JOB SUMMARY:
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; all while focusing on their operational and development systems. The TAM will provide a vital role in supporting customers' current and future environments, while keeping their success and satisfaction as a key business driver.
HOW WILL I MAKE AN IMPACT?
- Work as a Named Resource for a group of Strategic D2L customers both proactively based on established metrics, and reactively based on direct customer engagement to provide augmented support to D2L customers including:
- Weekly summaries of open Support Incidents
- Run Weekly meetings to review and prioritize open Support Incidents.
- Act as an escalation point to customers.
- Proactively lead the process to grow accounts
- Provide mentorship for team members to help them grow in their technical knowledge and provide premium customer experience
- Help drive team expertise and technical thought leadership
- Work cross-departmentally to find solutions to complex scenarios and integration issues
- Engage D2L Project, Development, Deployment and Infrastructure Consulting teams to satisfy reporting and product needs on client's behalf.
- Organize and report on findings as directed to enrich internal processes.
- Deliver offerings as defined in the TAM program
- Work closely with support engineers, and Support Management and SaaS groups to ensure proper escalation and resolution processes are utilized
- Communicate proactively with Clients regarding product and program information, supportability issues and strategic product plans where appropriate
- Maintain and expand working knowledge of D2L solutions.
- Research and expand working knowledge of current and upcoming D2L solutions based on specific Client needs.
- Leverage customer relationship to create and enhance internal processes to encourage better knowledge of and attention to customer needs.
WHAT YOU'LL BRING TO THE ROLE:
- Strong knowledge of Brightspace best practices, with experience defining business process and providing enablement programs
- Demonstrate leadership in new feature and technology adoption and teaching by providing regular enablement and solution overview sessions and documentation for customers and other team members
- 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
Skills
- Strong project organizational skills
- Strong relationship building skills and conflict negotiation skills
- Strong written and verbal communication skills; including the ability to present technical issues to a non-technical audience
- Self-starter, capable of working independently and remotely
- Ability to think critically; to identify problems and to generate, evaluate and implement real-time solutions
- Ability to be on call in after-hours situations
The expected base salary range for a new hire in this role is listed below. The annualized base salary offered is determined by each candidate's relevant knowledge, skills, education, training and experience. It is aligned to ensure both internal and external competitiveness using market data for the geographic location and industry. As part of the total compensation at D2L the role may be eligible for additional benefits including a Wellness Subsidy, Equity Grants, Variable Incentive, and more.
Base Salary Range: $60,000 — $79,500 CAD
Why we're awesome:
At D2L, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and benefits may vary depending on location or employment type, we are proud to provide employees with the following through #LifeAtD2L:
- Impactful work transforming the way the world learns
- Learning and Growth opportunities
- Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program
- 2 Paid Days off for Catch the Wave related activities like exams or final assignments
- Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)
- Competitive Benefits Package
- Home Internet Reimbursements
- Employee Referral Program
- Wellness Reimbursement
- Employee Recognition
- Social Events
- Dog Friendly Offices at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne.
D2L is committed to a fair and inclusive work environment. We are an equal opportunity employer that hires and attracts talent regardless of age, race, creed, color, religion, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, status as a protected veteran or any other legally protected grounds and will not discriminate on these bases. We draw on diversity of thought and experience to reflect the rich array of cultures representing our broad customer base and we seek talent with diversity of life experiences and perspectives from around the world. If you have special accessibility requirements that need to be considered during the recruitment process, please let us know by emailing us at careers@d2l.com and a member of our HR team will get back to you. Information received relating to accommodation needs of applicants will be addressed confidentially. D2L maintains a drug-free workplace.
Schedule: Full-time
By clicking on the "Submit Application" button above, you acknowledge, agree and/or provide your explicit consent for the D2L family of companies
- to use the information you have provided for the purpose of considering and evaluating you as a candidate for employment with the D2L family of companies;
- to store your information on their vendor systems;
- to share your information within the D2L family of companies, their vendors, partners or other third parties for the purpose of processing your employment application; and
- to use your personal information to contact you in the future for any other suitable employment opportunities;
The D2L family of companies and its vendors, partners, and third parties and their systems may be located in jurisdictions different from your jurisdiction of residence.
For more information on how the D2L family of companies protects your privacy, please review D2L's Privacy Statement.
To all recruitment agencies: D2L does not accept agency resumes. Please do not forward resumes to our HR alias e-mail address, to any D2L employee, or to other Desire2Learn e-mail addresses. D2L will not pay any fees related to unsolicited resumes.
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