Technical Account Manager

D2l; United States; Remote; USD 46,000 - 63,000; Full time

Benefits offered by this job

Flexible work arrangements

Tuition reimbursement

Wellness program

Retirement planning

Volunteer days

Dog-friendly offices

Job summary

D2L is seeking a Technical Account Manager (TAM) to act as a trusted advisor for premier customers, providing technical guidance on infrastructure, ongoing projects, and support issues. The TAM will focus on operational success and customer satisfaction as a key business driver.

You will work with cross-functional teams and customer executives to ensure timely escalation, growth opportunities, and premium service delivery across current and future environments.

Qualifications

• Strong knowledge of Brightspace best practices and ability to define business processes.
• Proven leadership in adopting new features and training customers and team members.
• Ability to lead account teams and execute the account plan.
• Develop relationships with executive decision makers.
• Capable of handling multiple tasks and delivering under pressure.
• Knowledge of learning management systems; experience with D2L preferred.

Responsibilities

• Act as named resource for strategic D2L customers, proactively and reactively.
• Provide weekly summaries of open support incidents and lead review meetings.
• Escalation point for customers and mentor team members.
• Drive account growth and align projects with client needs.
• Collaborate with Project/Development/Deployment/Infrastructure teams.
• Report findings to enrich internal processes and ensure proper escalation.

Skills

Brightspace knowledge

Leadership in account teams

Relationship building

Communication skills

Independent/remote work

Critical thinking

On-call availability

AI tools familiarity

Tools

N/A

Job description

D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift.

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.

Every application we receive is personally reviewed by a member of our Talent Acquisition team – yes, a real person looks at your resume! While we use AI tools internally to streamline tasks like meeting notes, summaries, and administrative work, these tools never rank resumes, make hiring decisions, or influence candidate evaluations.

JOB SUMMARY:

The Technical AccountManager (TAM) is a trusted advisor to D2L’spremier customers providing technical guidance for their infrastructure, on-going 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?

• Workas a Named Resource for a group of Strategic D2Lcustomers 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 Weeklymeetings 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 ofD2L 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:

Competencies:

• 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 working independently and remotely


• Ability to think critically; to identify problems and to generate evaluates and implements real-time


• Ability to be on call in after-hours situations


• Acumen with Artificial Intelligence tools

This posting is for a current vacancy

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

$65,000—$90,000 CAD

Why we’re awesome:

• Impactful work transforming the way the world learns


• Flexible work arrangements


• Learning and Growth opportunities


• Tuition reimbursement of up to $4,000 CAD for continuing education through our SkillsWave Program


• 2 Paid Days off for SkillsWave-related activities like exams or final assignments


• Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)


• Retirement planning


• 2 Paid Volunteer Days


• Competitive Benefits Package


• Home Internet Reimbursements


• Employee Referral Program


• Wellness Reimbursement


• Employee Recognition


• Social Events


• Dog Friendly Offices Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices.