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Technical Account Manager

2 months ago

Singapore D2L ASIA PTE. LTD. Full time
Roles & Responsibilities

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 WILL I 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.

WHAT YOU'LL BRING TO THE ROLE:

  • 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

EDUCATION REQUIREMENTS:

  • Bachelor's degree in a related field

Tell employers what skills you have

CRM
Customer Relationship
Leadership
Development
Cloud Computing
system
Customer Engagement
TAM
Enterprise Software
Project Management
Project Development
SaaS
Consulting
environment
Escalation point
Management