Technical Services Manager leading Technical Services team to support pre - and post - sale activities at Ironclad. Responsible for demo engineering, proposal responses, and product expertise.
About the role
- Technical Account Manager fostering customer success with Docebo's AI-driven learning platform. Building relationships and providing strategic technical guidance for customer growth.
Responsibilities
- Build, grow and deepen customer relationships to ensure customer success with Docebo
- Provide strategic guidance and technical support for the continuous monitoring and improvement of the Docebo learning platform
- Act as a technical liaison between stakeholders on the customer side and Docebo
- Provide deep product expertise and understand customer needs to convert them into tangible initiatives
- Work side by side with customers to fully understand their workflows and use cases
- Collaborate internally to identify opportunities for efficiency gains while representing customer interests
- Actively participate in strategic customer initiatives to contribute to customer growth
- Create and deliver presentations regarding Docebo's performance to customer senior management
- Guide customers through platform innovations aligned with future trends
- Monitor and assess technical health across key areas
- Identify and mitigate technical risks before they impact business value or platform stability
- Support the preparation and execution of small pilot projects to test new scenarios with customers
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.
Benefits
- Generous Vacation Policy, plus 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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