Technical Account Manager

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📌 Core Information

🔹 Job Title: Technical Account Manager

🔹 Company: Docebo

🔹 Location: Toronto, Ontario, Canada

🔹 Job Type: On-site

🔹 Category: 💼 Account Management

🔹 Date Posted: Tue Apr 01 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Building, growing, and deepening customer relationships
• Providing strategic guidance and technical support
• Serving as a technical liaison
• Innovating and improving Docebo’s LMS platform

ASSUMPTION: The role emphasizes customer relationship management and technical guidance, which requires a balance of technical acumen and interpersonal skills.

📋 Key Responsibilities

✅ Translate customer business goals into long-term technical strategies leveraging Docebo’s capabilities.

✅ Take full responsibility for the Docebo-customer relationship from a technical and product perspective.

✅ Actively participate in strategic customer initiatives to ensure their success.

✅ Present Docebo’s performance to senior management, highlighting concerns and pain points.

✅ Guide customers through platform innovations aligned with future trends.

✅ Monitor and assess technical health in key areas such as API usage and integrations.

✅ Identify and mitigate technical risks before they affect business value.

✅ Collaborate with others to drive strategic account planning and align on technical priorities.

ASSUMPTION: These responsibilities imply the role requires strong project management skills and the ability to work cross-functionally within the company.

🎯 Required Qualifications

Education: Not specified

Experience:

Minimum of 5 years in technical troubleshooting within a SaaS environment and 2 years in enterprise account management.

Required Skills:

• Technical Troubleshooting
• Enterprise Account Management
• Knowledge of Single Sign-On Protocols
• Back-end and Front-end Development

Preferred Skills:

• Working knowledge of iPaaS technology (e.g., Workato, Zapier)
• Experience with data warehouse technology and BI tools (e.g., Snowflake, Tableau)

ASSUMPTION: The candidate should possess a robust technology background, with specific skills in technical troubleshooting and customer relationship management.

💰 Compensation & Benefits

Salary Range: Not specified

Benefits:

• Generous Vacation Policy
• Employee Share Purchase Plan
• Career progression/internal mobility opportunities
• Employee resource groups

Working Hours: 40 hours per week, with flexibility for travel up to 25% of the time

ASSUMPTION: The benefits package is competitive, aligned with industry standards for SaaS companies.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development, specializing in E-learning solutions

Company Size: 501-1,000 employees, providing a startup feel with large company stability

Founded: 2005

Company Description:

• Global leader in learning management systems (LMS)
• Innovative technology for content generation and analytics
• Advanced AI capabilities

Company Specialties:

• E-Learning as a Service
• AI-powered Learning Suite
• Customer and Partner Training

Company Website: http://www.docebo.com

ASSUMPTION: Docebo’s reputation as an innovative e-learning platform provides a robust career growth opportunity within the tech industry.

📊 Role Analysis

Career Level: Mid to Senior

Reporting Structure: Reports to the Head of Account Management or similar role

Work Arrangement: Hybrid model with flexibility for remote and in-office work

Growth Opportunities:

• Leadership roles in technical strategy
• Increased responsibility in customer success management
• Potential for cross-departmental collaboration

ASSUMPTION: There are multiple pathways for career advancement, particularly for those interested in leadership and technical strategy roles.

🌍 Location & Work Environment

Office Type: Hybrid, mix of remote and in-office

Office Location(s): Toronto, Ontario headquarters

Geographic Context:

• Located in a major Canadian tech hub
• Access to global markets and a diverse talent pool
• Comprehensive transport links

Work Schedule: Primarily business hours, with flexibility for project needs

ASSUMPTION: The hybrid work model promotes a balanced approach to work-life integration, supporting varied individual and team needs.

💼 Interview & Application Insights

Typical Process:

• Initial phone screen with HR
• Technical interview with current team members
• Final interview with department heads

Key Assessment Areas:

• Technical acumen and problem-solving
• Customer relationship management skills
• Cultural fit within the team and company

Application Tips:

• Highlight previous SaaS experience
• Emphasize problem-solving and customer engagement skills
• Research Docebo’s products and innovative culture

ATS Keywords: SaaS, Technical Troubleshooting, Account Management, LMS, API

ASSUMPTION: The interview process is thorough and aims to assess both technical skills and cultural fit.

🛠️ Tools & Technologies

• RESTful APIs
• JavaScript, CSS, HTML
• BI Tools such as Tableau and Power BI

ASSUMPTION: Familiarity with these tools is crucial as they are integral to the role’s technical requirements.

👔 Cultural Fit Considerations

Company Values:

• Innovation
• Simplicity
• Accountability

Work Style:

• Team-oriented with a focus on collaborative success
• Flexible approach to problem-solving
• Commitment to continuous improvement

Self-Assessment Questions:

• Am I passionate about SaaS and e-learning?
• Do I value innovation and teamwork?
• Am I able to adapt to changing environments?

ASSUMPTION: Applicants should reflect on alignment with Docebo’s cultural values and their own work style preferences.

⚠️ Potential Challenges

• Managing a dynamic, fast-paced work environment
• Balancing technical and relationship-building aspects of the role
• Remaining adaptable to evolving technologies and customer needs
• Ensuring customer satisfaction while promoting Docebo innovations

ASSUMPTION: Candidates need resilience and adaptability to thrive and succeed in this challenging role.

📈 Similar Roles Comparison

• More technical than a standard Account Manager role
• Greater emphasis on SaaS environment compared to similar positions
• Increased focus on strategic customer initiatives

ASSUMPTION: This role is positioned uniquely at the intersection of technology and customer relations.

📝 Sample Projects

• Implementing a new LMS integration for a major client
• Developing a strategic plan for a customer transition to Docebo’s AI solutions
• Leading a proof of concept for a new product module

ASSUMPTION: Applicants can expect to work on high-impact projects that influence customer success and satisfaction.

❓ Key Questions to Ask During Interview

• How does Docebo support personal and professional growth?
• What technologies will I be working with regularly?
• How are customer feedback and insights incorporated into platform improvements?
• Can you describe a typical day in this role?
• What is the team’s vision for technical account management?

ASSUMPTION: Candidates should use interviews to clarify role-specific expectations and align with company goals.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare a resume highlighting relevant experience and skills
• Ensure your cover letter reflects your understanding of the LMS market
• Research Docebo and its unique company culture
• Be ready to discuss how you can contribute to Docebo’s growth

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.

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