Technical Account Manager
Customer Enablement & Implementation | Deep Product Expertise |Technical Support & Solutioning

*DigitalEd is a fully remote global organization, headquartered in Waterloo, Ontario, Canada, with employees working remotely throughout the UK, USA, Australia, the Philippines, and Brazil. This position is open to candidates residing anywhere throughout Ontario, British Columbia, or Alberta in Canada.

DigitalEd has a simple and resonant purpose — to shape the world through digital learning. As a SaaS company in the online learning market for higher education, our Möbius platform is a comprehensive solution designed for the unique needs of teaching science, technology, engineering, and mathematics (STEM). It’s a product that is genuinely impacting the way students learn STEM, and with that kind of footprint in the world, imagine the team we are building behind the scenes. To support our growth and trajectory, we are looking for a Technical Account Manager to join our Customer Experience team.

Spanning multiple stages of the Customer Journey, a Technical Account Manager (TAM) at DigitalEd plays a pivotal role in ensuring our customers achieve transformative success with Möbius. Espousing the capabilities and functionality of Möbius, the ideal Technical Account Manager is detail-oriented and inherently curious, driven by a passion for consultative technical guidance that meets customers exactly where they are.

This role acts as a strategic solution consultant, partnering with Account Owners in developing business opportunities, by showcasing Möbius in action. A Technical Account Manager owns the technical success: aligning on the account strategy to define training plans and key learning outcomes, ensuring successful implementation, maximizing adoption through education, and providing ongoing support through renewal.

You’ll apply a strong resolve and communication ability to complex technical queries, simplifying difficult issues into clear, manageable resolutions. If you thrive on being the critical bridge between sales promise and technical execution, this is an exciting opportunity to leave your mark.

Outcomes and Key Responsibilities: What’s Expected of You

• Strategic Technical Solutioning: You'll act as a technical advisor in prospect and customer engagements. You will partner with Account Owners to understand needs, build or assemble personalized materials showing Möbius in action, and scope out crucial institutional integrations, including LTI connections. Your expertise will directly demonstrate how Möbius solves customer-specific teaching and learning challenges, and the personalized materials you deliver will serve as the basis for ongoing engagement and training
• Ensure Account Success & Manage Renewals: You will manage a portfolio of House Accounts, serving as their primary post-sales technical and relationship contact. You are responsible for monitoring account health, driving platform adoption, and addressing any usage blockers proactively. Crucially, you will actively manage the renewal cycle for these accounts, ensuring continued partnership and revenue stability.
• Provide Exceptional Technical Support: You’ll serve as a first point of contact for our users, troubleshooting and resolving a wide range of technical issues. This could mean helping students access their assignments, guiding Instructors on how to best use the platform for their course, or advising an institution on the best practices for hybrid learning with Möbius. You'll collaborate with our Engineering and Product teams to investigate and solve complex problems, ensuring a smooth, positive experience for every user.
• Educate & Empower our Users: You'll use your deep product expertise and strong communication skills to empower STEM instructors. This involves building relationships, guiding new users through the onboarding and implementation process, and helping them discover how to leverage Möbius to meet their teaching goals.
• Drive Technical Implementation & Onboarding: You'll own the technical customer journey from contract signing to successful launch. This involves architecting and executing the full implementation and onboarding process, ensuring it aligns with the Account Owner’s strategy. You’ll manage system setups, configure integrations, and guide new Instructors and institutional staff on how to best leverage the full capabilities of Möbius to meet their teaching goals.
• Contribute to Product Knowledge: You'll know the Möbius platform inside and out. As you work with users, you'll identify and document bugs and common requests, sharing your findings with internal teams. You'll also be an active participant in your team, both giving and receiving feedback to continually improve our product and processes, in addition to creating and maintaining customer facing and internal product support documentation, KBAs, FAQs, and training resources.
  
  

Measures of Performance: How You Know You're Doing Well

• Account Health & Retention: You will successfully manage and renew your assigned House Account portfolio, consistently maintaining high customer satisfaction and exceeding targets for platform adoption and retention rates.
• Implementation Excellence: You'll complete new customer implementations and technical configurations (like LTI setup) efficiently and on schedule, leading to high utilization and positive initial user feedback. You will consistently seek feedback to refine and improve your process.
• Product Proficiency: You'll demonstrate your growing expertise by confidently applying your knowledge of the Möbius platform, LTI standards, and best practices across all customer situations.
• Customer Impact: Our customers will consistently feel heard and supported, and their issues will be resolved to their satisfaction, leaving them with a positive impression of DigitalEd.
• Effective Problem Solving: You'll take ownership of customer issues, driving them to a successful resolution. You'll meet and exceed your individual service level agreements (SLAs), while also contributing to the team's overall performance goals.
• Collaborative Teamwork: You'll work seamlessly with other teams, like Customer Success, Sales, Engineering and Product, to ensure customer issues are resolved quickly. You'll also actively participate in team feedback sessions, both giving and receiving constructive input.
• Coaching & Feedback Sessions: You’ll participate in a regular review of your numbers, to know exactly how you’re doing in the role; all while receiving coaching and feedback from leadership.
  
  

Competencies & Experience: The 'Stuff' that Makes You Great at This

Our ideal Technical Account Manager thrives at the intersection of technology and strategic client partnership. We are looking for someone who understands the confluence of deep technical knowledge and consultative commercial instincts. An ideal profile for this role is someone who:

• Has proven experience in EdTech; with LMS/EdTech platforms, including deep, demonstrable knowledge of LTI and API integrations.
• Is comfortable partnering with Sales to lead technical discovery, build tailored product demos, and articulate complex solutions into clear value propositions.
• Has had direct experience owning a portfolio of accounts, monitoring adoption, and directly contributing to or managing renewal outcomes.
• Has the ability to systematically diagnose and resolve complex technical, integration, and institutional issues as a final escalation point.
• Has a proven ability to manage, execute, and deliver multi-phase technical implementation and onboarding projects on schedule.
• Can confidently translate technical concepts into clear, simple language for all audiences, from IT to executive leadership.
• Has the instinct to anticipate and address customer needs or adoption barriers before they escalate into critical issues.
• Is proficient in designing effective training plans and creating high-quality, actionable technical documentation and knowledge base content.
  
  

Lastly, our ideal newest team member is self-directed, process-oriented, adaptable, passionate about sharing knowledge and a lifelong learner themselves. To be successful in this role, diving in and embracing our product is key. Our projected budget for this role is in the range of $68,000 - $72,250 CAD per year, with access to full benefits and 3 weeks' vacation.

The Culture Piece: What it's Like to Work Here

The spirit of our aspirational culture is rooted in the concept of ‘No Deposit, No Return’. If you don’t put anything into your professional experience, you won’t get anything out of it. To bring this to life, we lean on our core values: Customer Orientation, Curiosity, Teamwork, Adaptability, Ownership and Coaching. If any of these words strike a chord, then we’ve got something in common.

We know that diverse teams make strong teams, so we welcome individuals of all backgrounds, experiences, and perspectives to apply. If you require any form of accommodation during the application process, don’t hesitate to let us know and we’ll work to ensure it’s a positive experience for you.

Read through this posting and not sure if you’re qualified? Apply anyways. You never know where it could go, and we promise to read and review every application that comes through - with a magnifying glass we like to call the ‘Potential’ Detector. Everyone has a great story, and we’d love to hear yours. A special note on the use of AI: we don’t use AI to screen applicants! Every resume is read by a human. Someone who looks for the possibility of what impact you could make here. We DO use AI during the interview process for some of our Zoom calls. In an effort to be more present and engaged in our discussions, we incorporate the AI Companion feature in Zoom to summarize our conversations.

Within seven days of us receiving your application, you'll find out if you're moving forward in the process or not. All interviews will be held via Zoom video conference, and candidates can expect to meet various members of our team as we embark on a remote recruitment process to find the next great Technical Account Manager to join DigitalEd.