Technical Account Manager at D2L
Canada
CAD 65k - CAD 90k
<div class="content-intro"><p>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. </p> <p>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.</p> <p>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.</p> <p>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.</p> <hr> <p>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.</p></div><p><strong>JOB SUMMARY: </strong></p> <p><span class="TextRun SCXW1437697 BCX0" lang="EN-CA" data-contrast="none"><span class="NormalTextRun SCXW1437697 BCX0">The Technical Account Manager (TAM) is a trusted advisor to D2L's premier customers </span><span class="NormalTextRun SCXW1437697 BCX0">providing</span><span class="NormalTextRun SCXW1437697 BCX0"> 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.</span></span><span class="EOP Selected SCXW1437697 BCX0" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":276}"> </span></p> <p><strong>HOW WILL I MAKE AN IMPACT?</strong></p> <ul> <li><span data-contrast="none">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 </span><span data-contrast="none">including:</span><span data-ccp-props="{}"> </span> <ul> <li><span data-contrast="none">Weekly summaries of open Support Incidents</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li> <li><span data-contrast="none">Run Weekly meetings to review and prioritize open Support Incidents.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li> <li><span data-contrast="none">Act as an escalation point to customers.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li> <li><span data-contrast="none">Proactively lead the process to grow accounts</span><span data-ccp-props="{"201341983":0,"335559740":276}"> </span></li> <li><span data-contrast="none">Provide mentorship for team members to help them grow in their technical knowledge and provide premium customer experience</span><span data-ccp-props="{"201341983":0,"335559740":276}"> </span></li> <li><span data-contrast="none">Help drive team expertise and technical thought leadership</span><span data-ccp-props="{"201341983":0,"335559740":276}"> </span></li> <li><span data-contrast="none">Work cross-departmentally to find solutions to complex scenarios and integration issues</span><span data-ccp-props="{"201341983":0,"335559740":276}"> </span></li> <li><span data-contrast="none">Engage D2L Project, Development, Deployment and Infrastructure Consulting teams to satisfy reporting and product needs on client's behalf.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li> <li><span data-contrast="none">Organize and report on findings as directed to enrich internal processes.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li> <li><span data-contrast="none">Deliver offerings as defined in the TAM program</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li> <li><span data-contrast="none">Work closely with support engineers, and Support Management and SaaS groups to ensure proper escalation and resolution processes are utilized</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li> <li><span data-contrast="none">Communicate proactively with Clients regarding product and program information, supportability issues and strategic product plans where appropriate</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li> </ul> </li> <li><span data-contrast="none">Maintain and expand working knowledge of D2L solutions.</span><span data-ccp-props="{}"> </span></li> <li><span data-contrast="none">Research and expand working knowledge of current and upcoming D2L solutions based on specific Client needs.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li> <li><span data-contrast="none">Leverage customer relationship to create and enhance internal processes to encourage better knowledge of and attention to customer needs.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li> </ul> <p><strong>WHAT YOU'LL BRING TO THE ROLE: </strong></p> <p><strong><span data-contrast="auto">Competencies:</span></strong><span data-ccp-props="{}"> </span></p> <ul> <li><span data-contrast="auto">Strong knowledge of Brightspace best practices, with experience defining business process and providing enablement programs </span><span data-ccp-props="{"469777462":[720],"469777927":[0],"469777928":[1]}"> </span></li> <li><span data-contrast="auto">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 </span><span data-ccp-props="{"469777462":[720],"469777927":[0],"469777928":[1]}"> </span></li> <li><span data-contrast="none">Ability to Lead members of account teams effectively and ensure the execution of the account plan</span><span data-ccp-props="{"469777462":[720],"469777927":[0],"469777928":[1]}"> </span></li> <li><span data-contrast="none">Ability to develop strong relationships with executive, enterprise-level decision makers</span><span data-ccp-props="{"469777462":[720],"469777927":[0],"469777928":[1]}"> </span></li> <li><span data-contrast="none">Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure</span><span data-ccp-props="{"469777462":[720],"469777927":[0],"469777928":[1]}"> </span></li> <li><span data-contrast="none">Previous knowledge of learning management systems, preferably D2L</span><span data-ccp-props="{"469777462":[720],"469777927":[0],"469777928":[1]}"> </span></li> </ul> <p><strong><span data-contrast="auto">Skills</span></strong><span data-ccp-props="{"469777462":[720],"469777927":[0],"469777928":[1]}"> </span></p> <ul> <li><span data-contrast="none">Strong project organizational skills</span><span data-ccp-props="{"469777462":[720],"469777927":[0],"469777928":[1]}"> </span></li> <li><span data-contrast="none">Strong relationship building skills and conflict negotiation skills</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li> <li><span data-contrast="none">Strong written and verbal communication skills; including the ability to present technical issues to a non-technical audience</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li> <li><span data-contrast="none">Self-starter, capable working independently and remotely</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li> <li><span data-contrast="none">Ability to think critically; to identify problems and to generate evaluates and implements real-time</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li> <li><span data-contrast="none">Ability to be on call in after-hours situations</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li> <li><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}">Acumen with Artificial Intelligence tools</span></li> </ul> <hr> <p><strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}">This posting is for a current vacancy</span></strong></p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>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.</p></div><div class="title">Base Salary Range</div><div class="pay-range"><span>$65,000</span><span class="divider">—</span><span>$90,000 CAD</span></div></div></div><div class="content-conclusion"><p><strong>Don’t meet every single requirement?</strong> We strongly encourage you to still apply! At D2L, we are committed to creating a diverse and inclusive environment. We encourage your application even if you don't believe you meet every single qualification outlined, because we love to help our people grow and develop!</p> <p><strong>Why we're awesome:</strong></p> <div style="padding: 56.25% 0 0 0; position: relative;"><iframe style="position: absolute; top: 0; left: 0; width: 100%; height: 100%; border: 0;" src="https://player.vimeo.com/video/906835244?badge=0&autopause=0&player_id=0&app_id=58479"></iframe></div> <hr> <p> </p> <p>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 <a href="https://www.d2l.com/careers/blog/" target="_blank">#LifeAtD2L</a>:</p> <ul class="p-rich_text_list p-rich_text_list__bullet" data-stringify-type="unordered-list" data-indent="0" data-border="0"> <li data-stringify-indent="0" data-stringify-border="0">Impactful work transforming the way the world learns</li> <li data-stringify-indent="0" data-stringify-border="0">Flexible work arrangements</li> <li data-stringify-indent="0" data-stringify-border="0">Learning and Growth opportunities</li> <li data-stringify-indent="0" data-stringify-border="0">Tuition reimbursement of up to $4,000 CAD for continuing education through our SkillsWave Program</li> <li data-stringify-indent="0" data-stringify-border="0">2 Paid Days off for SkillsWave-related activities like exams or final assignments</li> <li data-stringify-indent="0" data-stringify-border="0">Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)</li> <li data-stringify-indent="0" data-stringify-border="0">Retirement planning</li> <li data-stringify-indent="0" data-stringify-border="0">2 Paid Volunteer Days</li> <li data-stringify-indent="0" data-stringify-border="0">Competitive Benefits Package</li> <li data-stringify-indent="0" data-stringify-border="0">Home Internet Reimbursements</li> <li data-stringify-indent="0" data-stringify-border="0">Employee Referral Program</li> <li data-stringify-indent="0" data-stringify-border="0">Wellness Reimbursement</li> <li data-stringify-indent="0" data-stringify-border="0">Employee Recognition</li> <li data-stringify-indent="0" data-stringify-border="0">Social Events</li> <li data-stringify-indent="0" data-stringify-border="0">Dog Friendly Offices Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices.</li> </ul></div>
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