Job Description

Job Summary:The Technical Account Manager (TAM) is a trusted advisor to D2L\'s premier 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 You Will 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.

• Experience defining business process and providing enablement programs
• Demonstrated leadership in new feature/technology adoption and teaching by providing regular enablement, 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
• 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

D2L