Careers

Are you someone who wants to make an impact? Someone who can be given an idea and put together a plan to execute on it? Someone who actively seeks coaching to improve themselves? 

If so, this is the role for you. Docebo is growing it’s active customer base at a very fast rate and is looking for the right person to help fuel that growth. This Account Development Representative will work very closely with our Account Management and Customer Success teams to identify areas of opportunity within our customer base and engage those customers to build our upsell and cross-sell pipeline. 

Reports to: Manager, Account Development

Location: Toronto, ON, Canada or Athens, GA, USA

You Will:

• Work with an Account Manager to identify priority accounts and come up with outreach strategies 
• Research accounts to stay up to date with what’s important to them
• Reach out to new points of contact by email, phone, LinkedIn, or video in order to qualify new potential opportunities 
• Seek coaching from your peers and manager to constantly improve existing skill set
• Come up with new and creative ways to uncover opportunities within your assigned accounts
• Additional duties as requested

You Have:

• Previous success in a prospecting role is required for this position
• Genuine dedication to constantly improving yourself
• Desire to make an impact on something bigger than yourself
• Familiarity with social networks (especially LinkedIn)
• Four year college or university degree

As we embark on our next phase of growth, we are seeking a manager to create, develop, and manage a team of sales and business development representatives. This team will be made up of driven individuals, early in their careers and seeking a path to becoming Account Executives or Account Managers with our company. The Business Development team is one of the first interactions our prospective customers have with Docebo and the SDR/BDR program is a key driver of our success. If you have proven success overachieving your KPI’s and goals as an SDR or BDR to achieve weekly, quarterly, and annual goals as well as a passion for coaching, mentoring, and inspiring people, this is the role for you! 

Outbound Business Development Reps at Docebo run highly targeted prospecting efforts at assigned targeted and named accounts. This group is a highly operational team that proactively calls into net-new accounts and educates those who have never heard of Docebo about how they can innovate their learning strategy. The Outbound BDR Manager has three mandates for the sales team:

1. Move Docebo upmarket by focusing on mid-market & enterprise level opportunities through targeting named accounts.
2. Fuel the pipeline growth of Docebo in North America by finding qualified opportunities over the phone, email, and social interaction.
3. Hire, train, retain, and promote the future AEs & leaders for Docebo.

These three objectives are crucial in scaling the sales organization and providing a predictable revenue and profit stream. 

You Will: 

• Build out the first BDR program in our Toronto office through recruiting, interviewing, and hiring top talent. 
• Provide regular cadence of professional development, including weekly 1:1 meetings, weekly shadow sessions, and routine co-selling.
• Identify and make improvements in process, efficiency, enablement, and productivity.
• Track and communicate weekly goals to team and leadership to drive consistent performance week over week.
• Deliver on meetings set and opportunities generated, as well as report on all weekly, monthly and quarterly KPIs and performance of BDR team.
• Proactively identify and launch initiatives to drive new business development growth and operational excellence.
• Achieve quarterly and annual pipeline and revenue targets.
• Leverage activity data for targeted training and development.
• Monitor SDR calls and provide coaching and assistance as needed.
• Motivate individuals and team to exceed objectives through coaching and mentorship.
• Work with marketing and sales ops to ensure thorough follow up leads.
• Ensure that team metrics are aligned with the broader organizational objectives.
• Coach, develop and promote the next generation of AE’s and AM’s.
• Work closely with sales managers and account executives to ensure proper alignment on opportunity quality, follow-up on the handoff.
• Have a maniacal focus on outcomes and impact. Closely monitor metrics – everything from dials per day, conversion rates to opportunities, hand-off to sales and close rates – with the aim to increase BDR productivity, contribution to pipeline, and bookings.

You have/are: 

• Four-year college degree (preferably in Marketing, Business, or Communications).
• Proven track record –  demonstrable experience as an SDR or BDR with outreach/business development experience for at least one year with proven track record of success and goal achievement and crushing KPIs for a sales organization.
• Strategic thinker – work with the BDR team to upskill them with ability to research their ideal client profile and become an expert on Docebo’s competitive landscape.
• Team player – you inspire others around you and build a highly motivated and successful team through your management skills.
• Data-driven – you are driven by numbers and are constantly finding ways to improve productivity, efficiency, and contribution to the business 
• Natural leader – you have a passion for developing talent and coaching a team to success, inspire confidence, and lead by example.
• Results-driven work ethic with measurable results in fast-paced environments.
• 3+ years in a fast-growing startup SaaS environment is a plus.
• Experience using Salesforce is preferred but not required.
• Strong process and analytical skills to identify inefficiencies and create improvements.

Docebo is seeking an experienced email marketer to join our demand generation team and become the lifeblood of our automation efforts. 

The role of the Marketing Automation Specialist is to guide prospects through the buyer’s journey with effective email marketing. This candidate should possess a deep understanding of marketing automation, CRM, and sales outreach platforms in order to coordinate, execute, and measure profitable campaigns from the ground up.

Big Questions to Answer Before Applying:

• Do you love running campaign experiments to find winning messages? 
• Are you a master of compliance, knowing which email rules to follow per country? 
• Do you know your way around marketing automation and CRM platforms better than your own neighborhood?  
• Are you able to work with content teams on messaging and feedback in order to iterate and optimize profitable campaigns?

If so, let’s talk! Your mission, should you choose to accept it, is to own marketing automation and technical execution of campaigns in order to drive sales opportunities and closed deals.

You Will:

• Develop, execute, and measure compelling email campaigns to drive engagement, conversion, and communication with our target audiences
• Create and test persona-specific messages to improve campaign performance
• Manage nurture campaigns in collaboration with our content team and other stakeholders to guide prospects and customers through appropriate funnels
• Analyze our current email marketing campaigns and recommend improvements
• Work with operations and automation specialists to carry out segmentation of our email database and implement re-engagement strategies
• Run A/B tests on email campaigns to establish effective approaches
• Track and report both high-level and detailed metrics on email campaigns in order to guide improvements
• Ensure email campaigns comply with current laws and best practices in the industry across all markets
• Maintain database cleanliness and perform clean-up efforts and re-engagement campaigns on a regular basis

You Have:

• Minimum 5+ years of proven experience in email marketing for B2B tech. 
• The uncanny ability to balance speed of execution vs. quality control. 
• Ridiculous organization and attention to detail. Nothing slips through the cracks. 
• Knowledge of Project Management best practices. You thrive with using tools like Asana / Trello to manage your workflow. 
• Advanced marketing automation and CRM chops, particularly with HubSpot and Salesforce. HubSpot certifications and knowledge are highly valued.

As a Product Marketing Manager (PMM) at Docebo you will launch Docebo products to market and turn them into market-leading solutions. In this role, you will help maintain an extensive understanding of the market and buyers and turn this expertise into compelling positioning and messaging that speak to our target audiences and clearly expresses our product differentiation.

Location: Toronto, ON or remote

Reports to: Senior Manager, Product Marketing

You will: 

• Work closely with our Market Intelligence arm to develop a strategic understanding of our competitive landscape and create unique marketing positioning
• Drive product messaging and positioning for each buyer persona across entire organization
• Own internal and external roadmap and product communication related to your products, including roadmap decks, product releases, updates, alerts, etc.
• Develop internal messaging frameworks (positioning documents) that include: the problem, unique solution, message, solution-oriented features, selling points, persona-based messaging, and competitive differentiation
• Run win/loss interviews to understand why we lose to competitors, why we win, and how we can turn that into actionable go-to-market strategies
• Project manage the launch of major releases, including but not limited to: releasing checklists, checkpoints, mitigating risks and suggesting alternate plans
• Lead internal communication and cross-team work related to product launches, ensuring enablement, alignment and readiness across the organization
• Have frequent conversations with customers and the Customer Marketing arm to increase the understanding of how we solve buyer’s problems via a dedicated “adoption framework"
• Support Content Marketing arm in creating compelling content for our products, including providing messaging and reviews of all collateral
  
• Work closely with the Sales Enablement team to communicate the product value proposition to the sales team via frameworks and various enablement sessions
• Collaborate with the Content Marketing team on content projects related to industry trends, market problems and solutions (use cases) 
• Develop and maintain industry and solutions onboarding content for new hires

You have:

• 5+ years of experience in product marketing at a SaaS company
• Proven success launching at least 2 well-adopted, revenue-generating SaaS products to market
• Understanding of LMS, content authoring or business intelligence applications
• Experience in maintaining relationships with senior external and internal stakeholders, including different expectations from various departments (Product, Sales, Marketing, etc) to correctly manage expectations and achieve successful outcomes
• Ability to thrive in a fast-paced environment and effectively prioritize your work
• Capacity to operate in an extremely self-motivated and independent manner
• Ability to demonstrate critical thinking and problem solving in a fast-paced technical environment
• Outstanding written and verbal communications skills
• Bachelor’s degree (or equivalent work experience) in Computer Science, Marketing or Communications

We are looking for a highly-motivated and high-performing sales professional to join our Account Executive team. Our Account Executives both prospect (self-sourced) and receive qualified leads from our Business Development teams and continue to move prospects through the sales process, including leveraging product demos, in working to close their deals. The ideal candidate will blend strategic thinking, sales experience, and experience with complex sales processes and/or products with an entrepreneurial mindset. 

You will work closely with prospective customers as a trusted advisor to deeply understand their unique company challenges and goals. You will consult with customers on the Docebo Platform to formulate solutions that will help them reach their business goals. You will contribute to our business growth in a fast-paced, collaborative, and fun atmosphere as a valued member of our Docebo family. 

Docebo is a SaaS, e-learning company that transforms its customers’ training experience by empowering everyone - from employees to partners to clients - to learn by combining Formal and Informal (or social) learning.

Location: Toronto, ON, Canada or Athens, Georgia, USA or remote

Reports to: Sales Manager in either Toronto, ON, Canada or Athens, Georgia, USA

Your Qualifications: 

• Consultative selling experience 
• Prospecting skills 
• Strong communication skills 
• Has a competitive spirit 
• Can collaborate and influence in a “win as a team” environment
• Coachable 
• Has a drive for results 
• Objection handling skills

You Will:

• Inspire and educate prospects on the value of our solution. 
• Drive revenue generation for Docebo through qualifying and closing new businesses.
• Understand lead qualification and work with sales development reps to refine processes and accuracy through data-driven decisions.
• Track all prospecting and account data in the Docebo CRM to ensure efficiency throughout the sales cycle. Keeping your pipeline organized and updated timely.
• Use the Docebo forecasting methodologies to accurately forecast new business. 
• Be able to execute in short-term sprints while maintaining a vision for long-term sustained success.
• Understand and work in all aspects of the sales cycle, including qualifying, presentations, demonstrations, RFP responses, negotiations, and the closing process.
• Communicate effectively and efficiently via phone, webinars, email, and in-person meetings.
• Develop strong relationships with key clients that will generate revenue as new features go-to-market.
• Meet or exceed revenue quota goals on a monthly, quarterly, and yearly basis.
• Effectively and timely communicate with management, legal and deal desk to ensure proper execution of documents and correct process; and follow instructions or recommendations set by these teams and company management.
• Engage and work with business partners where appropriate. 

You have: 

• Previous minimum of 2 years experience in the Software as a Service industry with a role related to pre-sales, inside sales, or similar and experience in, or knowledge of, the HR software space.
• Experience with Salesforce (or other CRMs), sales automation tools such as LinkedIn, Sales Navigator, Outreach, and web conferencing tools.
• Thrive in a dynamic, fast-paced, collaborative environment.
• Strong, professional communication skills (responsiveness, email etiquette, follow-up, etc.).
• Strong presentation skills (making effective decks, being an engaging speaker, value selling).
• Ability to problem-solve, adapt, and grow quickly as we build the sales organization.
• Proven results in a quota-oriented sales environment with an ability to grow a customer base and consistently exceeding revenue targets and company goals.
• A competitive edge and thrive in a fast-paced team environment.
• Strong use of insights and data-driven decision making to inform the sales process.
• Excellent communication skills as it relates to providing full product demos (virtually). 
• Extremely proactive and upbeat with strong organizational skills.
• Bachelor’s degree or higher level of education.
• Ability to do light travel.

The Account Manager will work to grow revenue from our existing accounts while working closely with our global CX team to ensure healthy clients that renew at a high rate. You will learn to be a product expert and use this expertise to increase the presence of our platform within your targeted accounts. In addition, you will be responsible for the overall client account relationship with Docebo including account penetration, meaning you will thoroughly map and scope out subsidiaries of the clients in your portfolio with the goal of expanding the Docebo footprint. 

One of Docebo’s top revenue-growth strategies involves landing and expanding and this dynamic role is critical in contributing to the success of reaching our sales targets.

The ideal candidate will have previous success in sales, preferably within account management, understanding how to drive revenue from an existing account base. You will also have previous experience working within the broader HR-SaaS space.

Location: Toronto, ON Canada or Athens, GA (Open to Remote)

Reports to: Director of Account Management 

You Will:

• Understand client business and industry dynamics, and be able to present our products inside-out to different external stakeholders.
• Take part in the creation and execution of a structured account program designed to educate customers about the Docebo solutions and increase the number of deployments of Docebo products.
• Capitalize and build on existing relationships, and collaborate with internal stakeholders to develop new opportunities including extensions to the existing arrangement.
• Establish and grow relationships with key decision-makers, and influencers within the customer base.
• Understand and communicate the business value and ROI of products and solutions.
• Engage customer base in dialogues related to infrastructure growth, including their planned and potential needs.
• Work with existing Commercial and Enterprise customers and learn about their strategic priorities and initiatives.
• Execute on the account plans to deliver maximum revenue potential.
• Coordinate with internal partners in Customer Experience, Account Development Reps, and Product and Engineering to help drive adoption, success, and growth.
• Evangelize Docebo’s vision through high-quality product demonstrations, and account-specific initiatives.
• Forecast sales activity and revenue achievement in our CRM, while creating and maintaining satisfied customers.

You Have/Are: 

• Extremely process-driven in your sales methodology.
• 3-years minimum experience in a sales role in an SDR, AE, or AM position with an LMS, LXP, or similar software company in the HR tech space.
• Strategic and analytical thinker with the ability to blend technology vision and business strategy to deepen client relationships.
• Strong ability to quickly understand technical concepts and explain them to audiences of varying technical expertise.
• Relationship building skills and are able to influence cross-functionally.
• Excellent verbal, written, and presentation skills.

Our ideal Sales Development Representative is a results-oriented professional with a hunter's mentality and a desire to win. Our SDR’s are self-motivated, ambitious, and passionate about how Docebo helps our customers. We look for professionals who are interested in the team’s goals, incessantly focussed on results, and have a glass-half-full mentality. In this role, SDR’s become experts at using lead gen tools to routinely extract contacts and craft targeted lists of prospects. They conduct sales development best practices with email, phone, and social drip cadences with net-new prospects. Using a fresh and modern tech stack, SDR’s vigorously generate new appointments, demos, and contracts. This professional is passionate about smashing their goals and works to continuously improve their craft.

Reports to: Manager, Outbound Business Development

Location: Toronto, ON, Canada (remote OK)

You will:

• Craft succinct and compelling messaging for emails and cold calls which speak directly to buyer pain and capture your audience’s attention in a short amount of time.
• Master the art of sending personal, strategic, value-add emails and social messages (no copying and pasting).
• Qualify the needs and wants of an organization.
• Connect with prospects to introduce the value proposition of Docebo products.
• At a high-level, discuss products and features to asses the interest and timing of a sales opportunity.
• Work collaboratively with AE’s by sharing prospect’s use case and level of interest to solution-build for prospects, upon identifying a qualified lead.
• Be excited to hunt for new business opportunities to fuel the sales pipeline.
• Be comfortable cold calling and video conferencing.
• Be ready to thrive in a dynamic environment and develop the role as things change within the business.
• Be able to strategically research and develop new accounts and messaging for hyper-targeted outreach (events, conferences, awards).
• Quickly research and strategize an approach to create interest and engagement.
• Secure and schedule meetings and demos adopting all tools available to you.
• Record all activities in our CRM and ensure that all the data points are accurate and updated on a timely basis.
• Work closely with Account Executives to move prospects through pipeline and closing.
• Achieve or exceed monthly quotas of demos, meetings, and qualified opportunities generated.
• Learn and maintain in-depth knowledge of Docebo products, industry trends, and competition.
• Successfully manage and overcome prospect objections.
• Provide closed-loop feedback to ensure continuous process optimization.

You have:

• Four-year college degree (preferably in Marketing, Business, or Communications).
• Passion, enthusiasm, energy, and humor that translates through phone and email communications.
• Creative ways to reach out to prospects and engage them in a meaningful discussion about how to improve their business.
• Self-empowering and self-motivated resilience in the face of rejection.
• A gritty love for the chase and the rewards that come with it.
• A keenly developed competitive nature with a desire to meet and exceed measurable performance goals.
• Clear writing and creative thinking - the more you love to read and write the better.
• Great self-awareness of speaking in a polished manner.
• Empathetic and active listening skills that drive thoughtful solutions.
• Verifiable track record of success and goal attainment in a sales-oriented role.
• Deep knowledge of Social Networks (especially LinkedIn, Facebook and Twitter).
• Ability to engage and empathize over the phone.
• 1+ years in a fast-growing startup environment is a plus.

As Docebo’s Senior Content Marketer you will collaborate heavily with demand generation, design, product marketing, social, and senior leaders to help Docebo secure itself as the world leading cloud LMS. 

Docebo is looking for an experienced Content Marketer who will collaborate with various stakeholders across the business to execute on content campaigns that actually deliver measurable results - i.e. traffic, leads, opportunities and revenue. 

This is a no-fluff kind of role - and requires both strategy and execution. You will conduct keyword research, structure information architecture for landing pages, build content briefs, deliver copy that meets brand messaging and ensure governance models are followed. 

Your main goals will be to support SEO and Demand Generation. 

Reports to: Global Director of Marketing Communications 

Location: Toronto, Ontario (Remote OK)

You Will:

• Develop a multi-channel Content Strategy that meets SEO and Lead Generation goals. 
• Perform ongoing content audits and content updates - measuring the SEO impact of the content updates and report this back to the team. 
• Build impactful and targeted content e.g. - landing pages, blogs, eBooks, e-mails, and more. 
• Review and QA all content deliverables to ensure adherence to quality standards, especially within the context of SEO and lead generation. 
• Work with UX Designers, Content Team, Videographers and team to facilitate execution of creatives.
• Analyze and identify keywords that support ranking opportunities across all areas of the customer funnel. 
• Contribute to link building by writing guest posts and conducting outreach. 
• Leverage tools like Google Search Console, SEMrush, Ahrefs, and Clearscope execute SEO and content initiatives. 
• Oversee Docebo’s social media channels and Social Media Manager developing strategies for effective promotion, particularly on platforms such as LinkedIn. 

You Have:

• Minimum 5 years of experience in a similar content marketing role, SaaS experience is preferred. 
• Knowledge of Advanced SEO tactics and tools.
• Strong understanding of Google SERP analysis, and breaking down searcher intent, then matching content back to searcher intent needs. 
• Strong understanding of how the user experience impacts SEO. 
• Out of this world copywriting skills for SEO - specifically title tag optimization, headers, sub-headers, meta descriptions and social open graph tags. 
• Ability to write engaging and EYE-CATCHING headlines for social, ads, blog titles, and ad-copy. 
• Deep knowledge of effective content promotion strategies. 
• In-depth knowledge Content Management Systems is a bonus, such as WordPress.

Our ideal candidate loves working with people to help them understand and learn about our product and will also work closely with our sales team on complex deals. As a Solutions Consultant, you will work with our prospects to discover, prepare and lead presentations. You will be leveraging industry knowledge to serve as an expert throughout the sales process.

Reports to: Solutions Engineering Manager, North America

Location: Toronto, ON (Remote OK)

You will :

• Roll-up your sleeves, and become a trusted advisor to all levels within the prospective customer organization from CEOs, to Developers, to Learning and Development Directors.
• Be extremely flexible in tackling an extremely technical conversation with highly technical stakeholders, and reduce complexity to more common terms with less technical stakeholders.
• Tag team with the Sales Team, and operate with outstanding synchronization to achieve closing business and serving our prospects with quality service and knowledge.
• Be a creative, upbeat, and positive player at all times while guiding the prospects assessments of our products at various technical levels.
• Be a responsive and creative member of cross-functional teams (sales, marketing, customer success) and provide value internally to your sales team as well as to your assigned prospects.
• Be process driven, understand the industry very well, and be able to explain the product in the context of real usage in a real project
• Understand, master, and become a pro at describing our product to prospects, and addressing promptly every question they may have surrounding our technology.
• Learn our product like nobody else knows it in the company, and be able to support our Product team with great insights and feedback.
• Prepare and deliver technical presentations explaining products or services to prospective customers.
• Plan and configure products to meet presentation needs.
• Confer with prospective customers and engineers to assess implementation needs and to determine requirements.
• Collaborate with sales teams to understand customer requirements and provide sales support.

You have:

• You have been in technical sales before in similar roles (Technical Account Manager, Solution Architect);
• 2+ years’ experience working in a Pre-Sales, Engagement Management, LMS implementation consultant;
• A “can do” attitude, which means you look at obstacles as opportunities to help Docebo succeed.
• Strong sales attitude and instinct; enjoy speaking with prospective clients in all stages of the sales cycle.
• Love the intersection of technology, business, and learning.
• Understanding of HTML, CSS, and Javascript.
• Strong knowledge of enterprise technologies and systems (including SSO, CRM, ERP or HRIS).
• Have a strong ability to share your technical knowledge while maintaining an upbeat pace and a positive mindset.
• Knowledge of the LMS industry and its surrounding standards a plus.
• Experience in the SaaS industry will be considered an advantage.
• Bachelor's degree required.
• Ability to travel up to 20% of the time.

Impress us with a great application!

As Director, Customer Education, your mission will be to build a World-class Customer Education team. The Customer Education team focuses on creating solutions at scale to deliver valuable knowledge to our customers as well as allows customers to be part of a network of Docebo customers and gain value from one another. The Customer Education leader has a background and expertise in the field of both LMS and learning content development. This is a senior management position and experience and achievement in similar prior roles, preferably for tech companies, is required.

Reports To: VP of Customer Experience

Location: Work from Anywhere

You will:

• Build, lead, and manage Docebo’s Customer Education program and Docebo’s Community. 
• Lead key Customer initiatives focused on customer enablement, driving product adoption, ensuring customer satisfaction, and retention at scale.
• Lead the design, development, implementation, and ongoing management of Docebo’s Customer Education program; including virtual instructor-led courses, on-demand courses, certification.
• Lead the instructional design, curriculum development, course development, content development, delivery, administration, and coordination. Responsible for logistical and technical coordination and execution.
• Leverage Docebo’s technology at its finest to implement the programs listed above.
• Work closely with the Customer Experience and Professional Services teams, and continuously refine the online initiatives and education initiatives based on the feedback received from the field.

You Have:

• 5+ years experience in the Learning Management sector working for either a software vendor or as part of a Learning team adopting enterprise-grade LMS solutions.
• 2+ years of experience managing customer-facing programs for a software company.
• Previous success in building and/or leading a customer community program.
• Background in L&D, including instructional design, training, or similar disciplines.
• Prior experience managing personnel in the area of content development and instructional design.

We are hiring a qualified Talent Acquisition Director for designing and implementing our recruiting strategies. Your ultimate goal is to help our company in its growth by hiring qualified candidates. 

This a dynamic leadership role that requires expertise and experience in all areas of talent acquisition. You will partner with leadership to take our company goals and translate them into a talent strategy and process that helps us achieve our short and long term objectives.

You will collaborate with the HR Business Partner and business leaders to create a mid and long-term hiring plan. You will identify talented candidates and monitor the recruitment efforts of our company from sourcing of candidates to their hiring and onboarding. You will create and implement standards that make the recruiting fast and effective.

In order to succeed in this role, you must have experience building a company’s employer brand by working in a similar senior role.

If you are an excellent communicator, set a high bar for yourself, and are passionate about attracting and developing diverse talent, and you are someone who thrives in a complex, fast-paced environment who gains personal satisfaction when sharing knowledge and collaborating, then this is a great role for you and we would definitely like to hear from you.

Location: Athens, GA (open to remote)

Reports to: Chief Human Resources Officer (CHRO)

You Will: 

• Develop and drive the Global Talent Acquisition program that will result in attracting and retaining a diverse pipeline of qualified candidates for all positions.
• Create a robust Employer Branding and social media strategy, partnering with Internal Communications and PR teams.
• Innovate and experiment with new approaches to candidate sourcing, focusing on digital campaigns.
• Lead and coach a team of global recruiters. 
• Continuously source to build a candidate pipeline (active and passive) aligned with business needs and competency framework.
• Leverage and optimize existing technology (Breezy HR) to automate and streamline recruiting and hiring processes.
• Develop, implement, and analyze recruitment metrics to track effectiveness and drive improvement of programs, sources, and technology as well as drive recruiter performance.
• Partner with HRBP and Business Leaders to understand hiring needs and implement effective headcount tracking processes.
• Manage the headcount requisition approval process and optimize recruiter bandwidth with appropriate allocation of open requisitions.
• Train hiring managers and interviewers on best practices for recruiting and interviewing candidates.
• Partner with the Talent and Development team to manage internal job openings.

You Have:

• At least 8+ years of experience with full- lifecycle corporate Recruiting, including, but not limited to: Candidate Sourcing & Assessment, Job Analysis, Wage & Salary Trends, and Strategy.
• At least 3-5+ years of current experience managing a Global Corporate Recruiting function, including the US, Canada, and EMEA regions.
• Prior successful experience managing global teams of recruiters at a rapidly growing tech company.
• Experience leading the development of a comprehensive social media employment branding campaign is preferred.
• Prior successful experience building and managing a Campus Recruiting Program.
• Deep understand of global employment & immigration law as it pertains to hiring.
• Demonstrated experience building and executing a creative, metrics-driven, consultative, service-oriented recruiting strategy for a global Tech organization.
• Ability to influence and foster trust with stakeholders at all levels, while creating and managing strategic alliances.
• Experience with efficient utilization of candidate sourcing tools (LinkedIn Recruiter, etc.).
• BA/BS Degree in Human Resources Management, Business Administration, or related fields is preferred.

The Manager of Client Onboarding will report to the Head of Global Professional Services in order to ensure the complete execution of his/her vision and support his/her decision-making process by providing insightful data.

The role’s primary responsibility is to drive our customers through their onboarding in Docebo's platform, supporting the configuration of the Learning Suite so that it can cover the clients’ use cases.

DEPARTMENT: Professional Services (PS)

REPORTS TO:  Head of Global Professional Services

LOCATION: Athens, GA (US) (Remote OK)

Role Responsibilities: 

• OKR's: Continue to define, build and deploy operational framework, metrics, and OKRs to ensure full alignment with the Head of Global Professional Services and the Executive team, enabling them to build data-driven strategies through insightful reports.
• Onboarding team
  • Coordinate a global team of incredible professionals based in NA and EMEA.
  • Increasing the productivity of the team, optimizing processes, and workflows.
• Onboarding activities
  • Support the enhancement of the onboarding methodology aimed at improving the effectiveness of the learning suite inside the client organization and increasing the level of customer satisfaction and user adoption.
  • Define new onboarding services based on the learning suite evolution.
  • Provide estimation of custom onboarding packages for clients not fitting the standard service packages offered.
  • Define/enhance together with the Customer Success leaders the handoff process from the Professional Services resource to the Customer Success Manager (CSM) 
• Post Go-Live support
  • Define standard and tailor-made services to support the client after the GO-LIVE to optimize the learning suite configuration based on client end-users feedback and changes in the client use cases.
  • Work closely with the Customer Success leaders to have onboarding and Customer Success teams working together to make the client successful in using the learning suite.

Build and Lead a World-class Team:

Work closely with the HR team to:

• Supervise the recruiting of experienced leaders and employees for each functional role and attract high potential individual contributors to the team.
• Continue to evolve the onboarding process for new team members, fostering collaboration within teams across the customer lifecycle.
• Encourage continuous learning within the team, managing a strong Onboarding Enablement program.
• Continuous coaching, mentoring, and development of current and future Onboarding organization management teams

Role Requirements:

• 7+ years of experience in Professional Services supporting SaaS businesses preferred.
• 3+ years as Manager or Team Lead of Onboarding Services is a plus.
• Ability to manage influence through persuasion, negotiation, and consensus-building.
• Passion for revenue and growth with a deep understanding of value drivers in recurring revenue business models.
• Strong empathy for customers with the ability to push back.
• Analytical and process-oriented mindset.
• Demonstrated desire for continuous learning and improvement.
• An enthusiastic and creative leader with the ability to inspire others.
• Excellent communication and presentation skills.
• Ability to manage priorities and workflow.
• Proven leadership and business acumen skills.
• Good judgment with the ability to make timely and sound decisions.
• Creative, flexible, and innovative team player.
• Relevant Bachelor’s degree; preference for computer science or related degrees / MBA.
• Domestic and International travel as needed, up to 30%.

The Manager of Value Added Services will be responsible for partnering with the Product and Professional Services Leadership team to execute on the company vision of ramping-up our professional services offering and engaging with our customers to deliver an extended portfolio of Value Added Services. 

This role, which can be remote, will report to the Head of Professional Services to ensure the complete execution of our services strategy and serve as a strategic contributor for the SVP of Product.

Our ideal candidate is an expert in service design and delivery of technology platforms with a strong preference in eLearning or talent management solutions. You must also have an entrepreneurial spirit and be able to partner with multiple stakeholders in Docebo as we build and deliver a new offering to both current and prospective customers. The Value Added Services team is a new, critical business unit for Docebo and the Manager of VAS will ultimately be responsible for the unit’s oversight and success.

REPORTS TO:  Global Head of Professional Services

LOCATION: Athens, GA (US) (Remote OK)

Role Responsibilities: 

Own and contribute to our Value Added Services Strategic Plan

• Manage the internal startup of our extended professional services group, building it as a key component of the journey and value proposition to both current and upcoming customers.
• Define the Service offering and detailed value proposition; outlining the Service Blueprints and Service Roadmap, including specification and success metrics. 
• Work cross-functionally with the Revenue and Finance leadership teams in order to define the pricing strategy and model while managing the team's P&L and results.

Execute Value Added Services launch and continued Operations

• Coordinate the delivery of the Services; organizing and prioritizing processes and resources.
• Collaborate with multiple internal and external stakeholders; creating effective communication processes and rituals:
  • Internally with the Sales & Marketing, Customer Success, Solution Deployment, Customer Support, and Product organizations to help build out collaterals and commercial strategy and services based on our product(s) capabilities.
  • Externally with our extended partner network by enabling them to provide services on their own or by outsourcing additional services to them.  
  • Externally, by being a customer champion and analyzing the customers’ needs and areas of interest in order to grow the Value Added services portfolio.
• Manage the services delivery and customer satisfaction by coordinating and leading a globally distributed team of highly talented professionals. 
• Monitor the teams’ productivity in order to optimize processes and workflows.
• Work closely with HR to supervise the recruiting of high-potential individuals (internal and external candidates) for each functional role and build an onboarding process for new team members. 
• Implement an organization that encourages professional development and career progression within the team.
• Catch business opportunities working in partnership with internal teams like Sales and Customer Success, Solution Deployment, Customer Support, and Product teams.

Role competencies and requirements:

• Ability to inspire group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Passion for defining and implementing services that affect customer success and augment usage and retention.
• Passion for owning the business unit’s economic sustainability, revenue, and growth with a deep understanding of value drivers in recurring revenue business models.
• Experience in managing teams remotely located in different countries.
• An enthusiastic, creative leadership style with a demonstrated desire for continuous learning and the ability to inspire others.
• Ability to make timely decisions and manage priorities with an analytical and process-oriented mindset.
• Strong empathy for customers with the ability to build solid relationships.
• Excellent communication and presentation skills.
• 7+ years of experience in Professional Services with 3+ years of operational leadership experience, managing multidisciplinary, global, and remote teams.
• Experience working for B2B SaaS companies preferred.
• E-learning or HCM industry experience preferred.
• Domestic and International travel as needed, up to 20%, including being in the Athens office several days a month.

The product support specialist is an integral part of the L&S Team. Supporting our customers and ultimately our end-users, this team member is tenacious and disciplined about delivering timely, delightful service. Having a passion for solutions, this position requires effective prioritization and communication to ensure the customers’ needs are met. We’re looking for an individual who wants to become part of a growing company and is excited about putting their full effort into delighting customers. By joining this team you agree to learn a ton, and to join a family of highly motivated individuals who look at customer success as their daily driving criteria and key performance indicator. 

Location: Athens, USA (remote OK)
Reports to: Learning and Support Team Leader

This position includes shift & weekend work responsibilities on a rotational basis.

You will:

• Manage & resolve incoming tickets coming from multiple channels dealing with issues related to product feature usage / functionality and configuration 
• Provide product support for Docebo’s software via Zendesk ticketing system, Zoom, email and phone.
• Be able to troubleshoot and quickly assess severity and impact of customer issues
• Perform troubleshooting work using all available resources including training, documentation, knowledge base, troubleshooting guides, forums, configuration and log files to diagnose, document, and resolve customer issues within SLAs
• Work to identify workarounds to mitigate customer disruption in situations where immediate resolution not possible
• Coordinate work effort through rigorous prioritization
• Communicate gaps and challenges (Product/Process) to aid in improvement opportunities
• Become a subject matter expert on usage, configuration and setup in product feature/functionality areas
• Continually document expertise & findings, generating high quality content to supplement the existing Docebo knowledge base, helping customers avoid issues
• Care for your customers as if every customer was a friend in need.
• Help clients by caring about their success, and work across the different internal Docebo groups to help drive our customers’ success
• Proactively provide updates to customers on open tickets/cases because you care and want to progress those to resolution as quickly as possible, not just because you have to meet an SLA
• Be curious, ask, learn by internal coaching, study all the documentation that we have available and become an expert at what we do and how best to support that
• Deliver professional Administrator training
• Fix problems through a Consulting and Education-driven approach

You have: 

• BA/BS or equivalent experience 
• A passion for modern technologies / internet related technologies
• A natural inclination towards problem solving
• 2+ years of experience working with SAAS environment in a technical implementation or support environment
• Excellent documentation and communication competency necessary
  • Clear & effective communication in English – fluency in other Languages (particularly French, Spanish, German) a plus
• Experience in Helpdesk or similar past roles are a plus
• Proven track record in multi-tasking, working under pressure and meeting customer Service Level Agreements on an ongoing basis
• Knowledge of the HR Technologies & E-Learning markets is a plus 
• Experience with one or more of the following beneficial:
  HTML/CSS, E-Learning content development standards (SCORM/TinCan), REST APIs
• Zendesk ticketing system experience is an asset
• Passion for talking directly with the customer
• Ability to balance workload and prioritize effectively
• Creative solution-based mindset
• Flexibility to travel if required

We are looking for a highly-motivated and high-performing sales professional to join our Account Executive team. Our Account Executives both prospect (self-sourced) and receive qualified leads from our Business Development teams and continue to move prospects through the sales process, including leveraging product demos, in working to close their deals. The ideal candidate will blend strategic thinking, sales experience, and experience with complex sales processes and/or products with an entrepreneurial mindset. 

You will work closely with prospective customers as a trusted advisor to deeply understand their unique company challenges and goals. You will consult with customers on the Docebo Platform to formulate solutions that will help them reach their business goals. You will contribute to our business growth in a fast-paced, collaborative, and fun atmosphere as a valued member of our Docebo family. 

Location: Toronto, ON, Canada or Athens, Georgia, USA (Remote OK)

Reports to: Sales Manager in either Toronto, ON, Canada or Athens, Georgia, USA

Your Qualifications: 

• Consultative selling experience 
• Prospecting skills 
• Strong communication skills 
• Has a competitive spirit 
• Can collaborate and influence in a “win as a team” environment
• Coachable 
• Has a drive for results 
• Objection handling skills

You Will:

• Inspire and educate prospects on the value of our solution. 
• Drive revenue generation for Docebo through qualifying and closing new businesses.
• Understand lead qualification and work with sales development reps to refine processes and accuracy through data-driven decisions.
• Track all prospecting and account data in the Docebo CRM to ensure efficiency throughout the sales cycle. Keeping your pipeline organized and updated timely.
• Use the Docebo forecasting methodologies to accurately forecast new business. 
• Be able to execute in short-term sprints while maintaining a vision for long-term sustained success.
• Understand and work in all aspects of the sales cycle, including qualifying, presentations, demonstrations, RFP responses, negotiations, and the closing process.
• Communicate effectively and efficiently via phone, webinars, email, and in-person meetings.
• Develop strong relationships with key clients that will generate revenue as new features go-to-market.
• Meet or exceed revenue quota goals on a monthly, quarterly, and yearly basis.
• Effectively and timely communicate with management, legal and deal desk to ensure proper execution of documents and correct process; and follow instructions or recommendations set by these teams and company management.
• Engage and work with business partners where appropriate. 

You have: 

• Previous minimum of 2 years experience in the Software as a Service industry with a role related to pre-sales, inside sales, or similar and experience in, or knowledge of, the HR software space.
• Experience with Salesforce (or other CRMs), sales automation tools such as LinkedIn, Sales Navigator, Outreach, and web conferencing tools.
• Thrive in a dynamic, fast-paced, collaborative environment.
• Strong, professional communication skills (responsiveness, email etiquette, follow-up, etc.).
• Strong presentation skills (making effective decks, being an engaging speaker, value selling).
• Ability to problem-solve, adapt, and grow quickly as we build the sales organization.
• Proven results in a quota-oriented sales environment with an ability to grow a customer base and consistently exceeding revenue targets and company goals.
• A competitive edge and thrive in a fast-paced team environment.
• Strong use of insights and data-driven decision making to inform the sales process.
• Excellent communication skills as it relates to providing full product demos (virtually). 
• Extremely proactive and upbeat with strong organizational skills.
• Bachelor’s degree or higher level of education.
• Ability to do light travel.

The Account Manager will work to grow revenue from our existing accounts while working closely with our global CX team to ensure healthy clients that renew at a high rate. You will learn to be a product expert and use this expertise to increase the presence of our platform within your targeted accounts. In addition, you will be responsible for the overall client account relationship with Docebo including account penetration, meaning you will thoroughly map and scope out subsidiaries of the clients in your portfolio with the goal of expanding the Docebo footprint. 

One of Docebo’s top revenue-growth strategies involves landing and expanding and this dynamic role is critical in contributing to the success of reaching our sales targets.

The ideal candidate will have previous success in sales, preferably within account management, understanding how to drive revenue from an existing account base. You will also have previous experience working within the broader HR-SaaS space.

Location: Toronto, ON Canada or Athens, GA (Remote OK)

Reports to: Director of Account Management 

You Will:

• Understand client business and industry dynamics, and be able to present our products inside-out to different external stakeholders.
• Take part in the creation and execution of a structured account program designed to educate customers about the Docebo solutions and increase the number of deployments of Docebo products.
• Capitalize and build on existing relationships, and collaborate with internal stakeholders to develop new opportunities including extensions to the existing arrangement.
• Establish and grow relationships with key decision-makers, and influencers within the customer base.
• Understand and communicate the business value and ROI of products and solutions.
• Engage customer base in dialogues related to infrastructure growth, including their planned and potential needs.
• Work with existing Commercial and Enterprise customers and learn about their strategic priorities and initiatives.
• Execute on the account plans to deliver maximum revenue potential.
• Coordinate with internal partners in Customer Experience, Account Development Reps, and Product and Engineering to help drive adoption, success, and growth.
• Evangelize Docebo’s vision through high-quality product demonstrations, and account-specific initiatives.
• Forecast sales activity and revenue achievement in our CRM, while creating and maintaining satisfied customers.

You Have/Are: 

• Extremely process-driven in your sales methodology.
• 3-years minimum experience in a sales role in an SDR, AE, or AM position with an LMS, LXP, or similar software company in the HR tech space.
• Strategic and analytical thinker with the ability to blend technology vision and business strategy to deepen client relationships.
• Strong ability to quickly understand technical concepts and explain them to audiences of varying technical expertise.
• Relationship building skills and are able to influence cross-functionally.
• Excellent verbal, written, and presentation skills.

Our ideal Sales Development Representative is a sales 3.0 person, who leverages today’s technologies and applies fresh, modern sales development approaches to generating new appointments, new demos, new contracts. You are passionate about smashing your goals and work to continuously improve your craft.

Reports to: Manager, Outbound Business Development

Location: Athens, GA (remote OK)

You will:

• Master the art of sending personal, strategic, value-add emails and social messages (no copying and pasting).
• Be able to identify and leverage compelling new business entryways for very targeted outreach (events, conferences, awards, publishing).
• Quickly research and strategize an approach to create interest and engage.
• Profile potential prospects via predetermined criteria.
• Secure and schedule meetings and demos adopting all tools available to you.
• Generate new business opportunities to fuel the Docebo Enterprise Pipeline.
• Record all activities in our CRM.
• Work closely with Account Executives to move prospects through pipeline and closing.
• Achieve or exceed monthly quotas of demos, meetings and qualified opportunities generated.
• Learn and maintain in-depth knowledge of Docebo products, industry trends and competition.
• Successfully manage and overcome prospect objections.
• Provide closed-loop feedback to ensure continuous process optimization.

You have:

• Four-year college degree (preferably in Marketing, Business, or Communications).
• Clear writer and a creative thinker - the more you love to read and write the better.
• Great self-awareness of speaking in a polished manner.
• Good listening attitude.
• Verifiable track record of success and goal attainment in a sales-oriented role.
• Deep knowledge of Social Networks (especially LinkedIn, Facebook and Twitter).
• Ability to engage and empathize over the phone.
• Run through a brick wall level of drive, passion, and desire for results.
• 1+ year in a fast growing startup environment is a plus

The Professional Services Partner Enablement is responsible for building and managing the professional services (PS) partner enablement program at Docebo.  

The Service Partner Enablement will initially collaborate with the Professional Service leadership team and cross-functional stakeholders in various other organizations to (i) establish a partner enablement program and (ii) define appropriate training and certification paths related to the implementation of Docebo products.

In this role, the Service Partner Enablement role will support closely the Partner team to determine appropriate programs and offerings for selling partners and represent Professional Services in the review and negotiation of partner agreements as needed.  

The Service Partner Enablement role will be a resource for partners for implementation design guidance and best practices.

Essential Functions

• Onboarding of new partners:
  • Define criteria for identifying entities to pursue as delivery partner candidates
  • Define the onboarding process for new partners from a PS perspective
  • Support the first projects of partners in providing best practice implementation guidance
• Implementation training and certification:
  • Create the implementation training and certification program together with the Training department
  • Ensure regular updates to the program based on product releases
  • Deliver Implementation webinars on best practices and how to implement new features
  • Develop community content for partners
• Manage the operations related to projects outsourced to partners including:
  • Onboarding of partners 
  • Client satisfaction follow-up
• Management of the certification process including:
  • Review of partner submissions for accurate completion
  • Updates and expansion to curriculum and delivery methodology
  • Communication with Marketing to ensure the list of certified partners is up to date and accurate
• Ongoing management of the partner program:
  • Drives strategy that includes the coordination of quarterly partner program meetings, communication status updates that include readiness, business issues, technical delivery issues, resource requirements, and their resolution across the portfolio of services provided.
  • Act as a conduit for partner feedback into Docebo to improve the partner program, the partner ecosystem, and the success of Docebo customers.
  • Implement SLA and a metrics-driven approach to serving Docebo initiatives, offerings, and business results. Drive standards, best practices, methodologies across the partner ecosystem to meet customer and business needs 
  • Work cross-functionally across Docebo product lines to ensure partner readiness objectives are being met. Participate in programs to strategize, optimize and/or implement partner programs. 
  • Oversees the partner delivery of Docebo solutions, mobilize resources to meet or exceed service level and quality standards so as to acquire high customer satisfaction and loyalty.

Education, Experience, and Skills

• 5+ years of experience in professional services in Talent Management/HCM industry. 
• Experience in planning, designing, and executing partner strategy and in supporting them in the achievement of business goals as a Partner.
• Minimum 3 years of experience in service delivery/program management processes.
• Ability to build strong relationships within and across partner organizations.
• Ability to work collaboratively and thrive in a fast-paced, high growth environment.
• Coordinates business plans, goals, and activities with the Partner team.
• Strategic planning and program management abilities.
• Possesses product/technology/industry knowledge as well as a broad understanding of complex customer environments
• An innovative, forward-thinking leader, with an ability to anticipate/plan for the future.
• Strong communication skills (Customer and Executive interface)

A Solution Deployment Manager leverages skills in Project Management and Business Analysis, to ensure that Enterprise customers are quickly and successfully onboarded to the Docebo platform. This role sits on the Professional Services team and is responsible for managing the Onboarding Phase for multiple Enterprise customers. You will work closely with Help Desk Specialists and Customer Success Managers to ensure Docebo customers receive amazing support in every phase of their journey with Docebo. 

Docebo is a high-energy work environment so you need to be able to keep up with the fast pace and the demanding work, and have no problem with multi-tasking.

Reports to: Global Head of Implementation

Location: Athens, GA (Remote OK)

You will:

• Deal with customers from different countries, managing multiple projects concurrently;
• Work with customers to identify and document Success Criteria that will be tracked over the duration of the Onboarding.
• Develop/monitor overall implementation schedule (including all functional, customization and integration/technical projects) to meet client objectives;
• Document Onboarding project activities to ensure alignment and continuity across the Customer Success departments.
• Facilitate the development of  functional/technical specifications to meet client’s functional, enhancement, and integration requirements during implementation;
• Prevent, identify, quantify, and communicate risks internally and externally;
• Manage ongoing implementation, project documentation, and ensure projects and teams stay within utilization and budget targets;

You have:

• A strong desire to become a Docebo product expert.
• Experience in an IT Project Manager role or in IT service implementation and delivery;
• Experience working with clients in the ‘Large Accounts, Enterprise’ space;
• Working knowledge of project management principles;
• Great understanding of consulting processes and software implementation;
• Solid Knowledge in the areas of application programming and system design;
• A natural inclination to resolve customer problems and help them be highly successful.
• Experience working with support, QA, and product teams to resolve customer issues.
• BA/BS or equivalent experience;
• English Fluency (both written and spoken)

Essential Requirements

• Experience in E-Learning / Learning Management industry is preferred;
• General knowledge of programming languages and specific experience with REST Webservices.
• Flexibility to travel if required

Desirable Requirements

• Bilingual in English and Spanish (NA Office Only)

Our ideal candidate loves working with people to help them understand and learn about our product and will also work closely with our sales team on complex deals. As a Solutions Consultant, you will work with our prospects to discover, prepare and lead presentations. You will be leveraging industry knowledge to serve as an expert throughout the sales process.

Reports to: Solutions Engineering Manager, North America

Location: Athens, GA (Remote OK)

You will:

• Roll-up your sleeves, and become a trusted advisor to all levels within the prospective customer organization from CEOs, to Developers, to Learning and Development Directors.
• Be extremely flexible in tackling an extremely technical conversation with highly technical stakeholders, and reduce complexity to more common terms with less technical stakeholders.
• Tag team with the Sales Team, and operate with outstanding synchronization to achieve closing business and serving our prospects with quality service and knowledge.
• Be a creative, upbeat, and positive player at all times while guiding the prospects assessments of our products at various technical levels.
• Be a responsive and creative member of cross-functional teams (sales, marketing, customer success) and provide value internally to your sales team as well as to your assigned prospects.
• Be process driven, understand the industry very well, and be able to explain the product in the context of real usage in a real project
• Understand, master, and become a pro at describing our product to prospects, and addressing promptly every question they may have surrounding our technology.
• Learn our product like nobody else knows it in the company, and be able to support our Product team with great insights and feedback.
• Prepare and deliver technical presentations explaining products or services to prospective customers.
• Plan and configure products to meet presentation needs.
• Confer with prospective customers and engineers to assess implementation needs and to determine requirements.
• Collaborate with sales teams to understand customer requirements and provide sales support.

You have:

• You have been in technical sales before in similar roles (Technical Account Manager, Solution Architect);
• 2+ years’ experience working in a Pre-Sales, Engagement Management, LMS implementation consultant;
• A “can do” attitude, which means you look at obstacles as opportunities to help Docebo succeed.
• Strong sales attitude and instinct; enjoy speaking with prospective clients in all stages of the sales cycle.
• Love the intersection of technology, business, and learning.
• Understanding of HTML, CSS, and Javascript.
• Strong knowledge of enterprise technologies and systems (including SSO, CRM, ERP or HRIS).
• Have a strong ability to share your technical knowledge while maintaining an upbeat pace and a positive mindset.
• Knowledge of the LMS industry and its surrounding standards a plus.
• Experience in the SaaS industry will be considered an advantage.
• Bachelor's degree required.
• Ability to travel up to 20% of the time.

The Docebo Technical Support Manager (North America) is responsible for enabling our Learning & Support Help Desk team to provide top quality support for the customers. The Manager will oversee a team of client support specialists, closely collaborate with various internal stakeholders, and participate in external customer service reviews and escalation activities.

The role is also responsible for collaborating with the Global Head of Learning & Support to review, update, and improve key processes in order to increase the effectiveness of the help desk team.

Location: Athens, GA (Open to remote)

Main Job Tasks and Responsibilities:

Team Management & Leadership

• Direct daily operations focused on delivering high quality, proactive customer support, and service.
• Line manage staff, scheduling work assignments, mentoring, and coaching. 
• Responsible for performance management of the individuals within the team:
  • Monitor team performance against established OKR’s through regular 1:1s.
  • Review performance results on a quarterly basis to identify potential areas of improvement. 
  • Evaluate the team’s individual performances and assist management with the calculation of individual bonuses.
• Drive the team to meet and exceed metrics expectations; understand how to leverage the team to improve outcomes and take action to meet goals.

Process Support 

• Coordinate with the Head of L&S to improve procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking, and coordination of help desk functions.
• Allocate and distribute tickets to specific agents on the help desk team.
• Responsible for the monitoring and quality assurance of all tickets and service requests, and making recommendations to streamline existing processes.
• Train and coach employees on processes, workflows, and our support tools and technology to ensure they are followed.

• Handle complex and escalated customer service issues in collaboration with the Escalation Manager.

Drive continuous improvement 

• Define and understand the customers’ issues by creating adequate reproduction scenarios (e.g. call scripting scenarios).
• Serve as the liaison between clients, Customer Success, Help Desk, and engineering teams to properly vet potential defects and data errors and help these teams prioritize and understand the impact that the issues are having on clients.
• Constantly evaluate and strengthen quality standards to ensure a high-quality experience for our clients.
• Provide input to the Head of L&S regarding developing and implementing effective service policies and procedures.

Essential experience and skills 

• 3-5 years of experience as a Service/Help Desk Manager in a high technology or SaaS development environment, preferably in the e-learning sector. 
• Bachelor's degree in Computer Science or comparable degree.
• Understanding of SaaS business models and their overall relationship to Customer Success.
• Enthusiastic about technology with demonstrated technical aptitude.
• Ability to travel with up to 20%, including international travel.
• Passion for customer service and how it can transform businesses.
• Strong written and verbal communication skills when dealing with different stakeholders, from line managers to C levels.
• Proficient level of business acumen across a variety of industries with an ability to communicate and empathize with customers from different verticals. 
• Coping well with working under pressure and working with tight deadlines.
• Advanced knowledge of a Help Desk Ticketing system (Zendesk preferred).

The technical support specialist is an integral part of the L&S Team. Supporting our customers and ultimately our end-users, this team member is tenacious and disciplined about delivering timely, delightful service. Having a passion for solutions, this position requires effective prioritization and communication to ensure the customers’ needs are met. We’re looking for an individual who wants to become part of a growing company and is excited about putting their full effort into delighting customers. By joining this team you agree to learn a ton, and to join a family of highly motivated individuals who look at customer success as their daily driving criteria and key performance indicator. 

Location: Athens, USA (remote OK)
Reports to: Learning and Support Team Leader

This position includes shift & weekend work responsibilities on a rotational basis.

You will :

• Co-ordinate and manage resolution of complex tickets, defects & escalated situations that are raised to the technical support team from multiple channels 
• Provide technical support for Docebo’s software via Zendesk ticketing system, Zoom, email and phone
• Be able to troubleshoot and quickly assess severity and impact of customer issues
• Perform troubleshooting work using all available resources including training, documentation, knowledge base, troubleshooting guides, forums, configuration and log files to diagnose, document, and resolve customer issues within SLAs
• Work to identify workarounds to mitigate customer disruption in situations where immediate resolution not possible
• Investigate and identify the root cause of issues, reviewing logs and system configuration to resolve within SLAs.
• Act as technical resource/expert for Support Teams, screening & prioritizing defects, working across groups to provide guidance & identify improvement opportunities
• Proactively identify & analyse common support issues & identify actions to mitigate those 
• Provide feedback to improve supportability / diagnosability of product
• Coordinate work effort through rigorous prioritization
• Care for your customers as if every customer was a friend in need.
• Partner with our clients and the different internal Docebo groups to help drive our customers success with our products
• Proactively provide updates to customers on open tickets/cases because you care and want to progress those to resolution as quickly as possible, not just because you have to meet an SLA
• Be curious, ask, learn by internal coaching, study all the documentation that we have available and become an expert at what we do and how best to support that
• Continually document expertise & findings, generating high quality content to supplement the existing Docebo knowledge base, helping customers avoid issues

You have:

• BA/BS or equivalent experience 
• A passion for modern technologies / internet related technologies
• A natural inclination towards problem solving
• 3+ years of experience working with SAAS environment in a technical implementation or support environment communicating with customers
• Excellent documentation and communication competency necessary
• Proven track record in multi-tasking, working under pressure and meeting customer Service Level Agreements on an ongoing basis
• Experience in Helpdesk or similar past roles are a plus
• Knowledge of the HR Technologies & E-Learning markets is a plus 
• Experience with one or more of the following highly beneficial:
  Programming Languages (Javascript/JSON, PHP, Angular), HTML/CSS, Relational Databases, E-Learning content development standards (SCORM/TinCan), REST APIs
• Zendesk ticketing system experience is an asset
• Passion for talking directly with the customer
• Ability to balance workload and prioritize effectively
• Creative solution-based mindset
• Flexibility to travel if required