Position: Technical Account Manager
Location: Mumbai, India
About LRN
Do you want to use your expertise to help people around the world do the right thing? Join us at LRN to be a part of a global company where you can make an impact.
LRN is a SaaS based e-Learning provider with a presence across US, EMEA, APAC and LatAm. More than 2,500 companies worldwide (including the world’s most recognizable brands) utilize LRN services and leverage LRN e-learning courses to help navigate complex regulatory environments and foster ethical, responsible, and inclusive cultures. In partnership with LRN, companies translate their values into concrete corporate practices, training materials, and leadership behaviors that create a sustainable competitive advantage. By acting upon shared values, companies and their people find the means to out behave and outperform.
About the role:
The Technical Account Manager should be a tech-savvy professional with the ability to explain technical details and requirements to a non-technical audience. The incumbent will be results-driven and aspire to achieve defined goals. The role will recommend best practice solutions to any request or related issues within the LRN LMS. The TAM will analyse customers’ needs and suggest upgrades or additional features to meet their requirements.
Your responsibilities will include:
- Serve as the single point of contact (SPOC) for technical integrations for existing clients, facilitating smooth integration processes and addressing any technical challenges or queries promptly.
- Act as the dedicated technical account manager for clients opting for extended onboarding team services, serving as their primary liaison for all technical and platform-related matters.
- Collaborate closely with clients and internal stakeholders to understand technical requirements, assess feasibility, and develop customized solutions to meet client needs effectively.
- Lead the technical implementation process for clients, coordinating activities across cross-functional teams such as Sales, Technology, and Operations to ensure successful execution within defined timelines.
- ·Provide proactive support and guidance to clients on platform usage, configuration, and optimization to maximize the value derived from our services.
- Conduct regular check-ins with clients to assess satisfaction levels, gather feedback, and identify opportunities for improvement or upselling of additional services.
- Work closely with the product development team to relay client feedback, prioritize feature requests, and contribute to the continuous improvement of our platform based on client needs and market trends.
- Actively participate in the development and maintenance of standardized operational processes, documentation, and best practices related to technical integrations and client support.
- Identify, assess, and manage potential risks associated with technical integrations and client engagements, developing contingency plans to mitigate any adverse impacts on project timelines or outcomes.
- Prepare and communicate regular project updates, technical reports, and performance metrics to internal stakeholders and clients, ensuring transparency and alignment with project objectives.
- Minimum 3 years of experience working in LMS implementation and/or learning program or implementation coordinator.
- A bachelor's or master's degree in a relevant field such as instructional design, education technology, project management, or business administration.
- Strong communication, leadership, and interpersonal skills are necessary to manage projects and coordinate with teams. The TAM should be able to manage stakeholders and communicate effectively with project sponsors, instructional designers, developers, and subject matter experts.
- The ability to analyse problems and develop effective solutions is important for successful project management.
- A deep understanding of e-learning technologies, industry standards, and best practices is essential. Familiarity with Learning Management Systems (LMS), authoring tools, and e-learning content development is also important.
- Excellent verbal and written communication skills in English with professional fluency.
- Certification in project management such as PMP (Project Management Professional) or Agile Certified Practitioner (ACP) can be an added advantage.
LRN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
