Senior Premium Support Advisor

Hey you! 👋  Want to work for one of the fastest growing SaaS companies in the world? 📈We’re building the next generation of learning software that companies like AWS, Netflix, Opentable and L’Oreal rely on to deliver training 💻 We believe learning is for everyone, and that we all have something we can learn from each other. We rely on one another to continuously innovate our products and processes to create an exceptional experience for our employees, customers and partners.
Still not sure? We are a culture where values are at the center of everything we do. We also embody what we call the Docebo Heart. We trust our teammates, assume the best of one another, and also hold space for all the differences that make us better. 💙
So what are you waiting for? Apply today! Join 800+ global Docebians and change the way people learn. 
Are you ready to be a part of the learning revolution? 🚀
About This Opportunity:
As a Senior Premium Support Advisor on our Premium Support team at Docebo, this person will be responsible for providing world-class customer support to our Premium Support customers, ensuring that their needs are met and their expectations exceeded. The Senior Premium Support Advisor will lead weekly case reviews, regular operational reviews, and serve as the primary point of contact for their specified customers. The ideal candidate will be customer-focused, technically skilled, possess exceptional communication skills, and have a drive to provide an exceptional experience.

Key Responsibilities:

• Provide technical support to paying Premium Support accounts via phone, email, and chat
• Lead weekly case reviews to align on priorities, identify issues with high impact on the customer’s business, provide real-time updates, deepen the customer relationship with Docebo
• Serve as the primary technical point of contact for their customer accounts, ensuring their needs are met and their expectations exceeded
• Collaborate with cross-functional teams to identify and resolve customer issues
• Maintain accurate documentation of customer environments, interactions, issues, and resolutions
• Report detailed upsell opportunities to internal teams
• Troubleshooting software application issues to determine technical root cause and propose remedies, escalating to our Product team when necessary.
• Working with Product and Support Management on new product/feature roll-outs
• Manage customer issues to resolution while mitigating escalations
• Own and drive renewals of Premium Support for customers in portfolio 

Requirements:

• Previous experience in SaaS technical support or a related field
• Proven ability to lead and manage technical support cases to resolution
• Strong technical skills with experience in troubleshooting complex technical issues
• Excellent communication skills with the ability to communicate technical information to both technical and non-technical customers
• Ability to work independently and in a team environment
• Strong problem-solving skills with the ability to think critically and creatively
• Experience with SaaS support tools such as Zendesk, Salesforce, and JIRA
• If you are a driven and customer-focused technical support professional who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.
• Added bonus if you have Sales or Renewal experience
• Ability to travel up to 30% of the time

Benefits & Perks 😍-Generous Vacation Policy, plus 2 extra floating holidays to use for religious or cultural events that matter to you-Employee Share Purchase Plan-Career progression/internal mobility opportunities-Four employee resource groups to get involved with (the Docebo Women's Alliance, PRIDE, BIDOC, and Green Ambassadors)-WeWork partnership and “Work from Anywhere” program
Hybrid Office Model 🏢We believe when people are together, they develop deeper relationships and accelerate innovation. Because of this, all Docebo employees worldwide are “hybrid.” We encourage in-person collaboration while supporting work-from-home when employees need dedicated focus time, allowing Docebians to do their best every day. Each team leader is able to decide how often their teams come into the office, considering the needs of the team and the employee’s needs. Our Talent Acquisition team will let you know about the role you are applying for and the hybrid details during the first interview.
About Docebo 💙Here at Docebo, we power learning experiences for over 3000 customers around the world with our easy-to-use, AI-powered Suite designed to close the enterprise learning loop. We have successfully achieved 2 IPOs (TSX: DCBO & NASDAQ: DCBO), been recognized as a Top SaaS e-learning Solution, and are growing