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Unpacking Technical Account Management Services

  • 4 Min Read

In this article, we’ll take a closer look at each of the three services that are part of our Technical Account Management department to help you understand how they work together as an extension of your team.

Theenu Rasenthiram
Theenu Rasenthiram

Manager, Technical Account Management

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You have a lot on your plate.  

Whether it’s freeing up time for educators and administrators, making better use of data, or getting the most out of an ed-tech ecosystem, your institution or organisation really has a lot going on. Technology has the potential to open doors: Instructors have access to new and better tools; you can delve into clearer insights; and you can accelerate processes. Still, there may be areas where you want to lean on a partner to help provide dedicated support, fill knowledge gaps, and help yourself overcome barriers.  

That’s what our professional services are here to do. Working in sync with your teams, our aim is to build complete solutions that set you up for success. 

In this article, we’ll take a closer look at each of the three services that are part of our Technical Account Management department to help you understand how they work together as an extension of your team. 

The Role of Technical Account Management

Early on, one of the pieces of feedback we heard from our clients was a desire for named resources that could provide technical and strategic guidance on an individual scale. In 2012, we launched the Technical Account Management team to meet that need. 

Technical account managers (TAMs) are advocates who serve as a liaison between your institution or organisation and D2L. They have a deep knowledge of how to use our solutions, and they also develop an on-the-ground understanding of your challenges and goals. Bringing all those pieces together, they can help your institution or organisation get the most out of its investment and achieve its strategic vision and priorities.

The [Technical Account Management] program is one of D2L’s greatest assets and one I often cite as a differentiator. I would consider continued investment in your TAMs and in this program to be an essential business strategy.

Manager of educational technologies, TAFE Queensland

The Role of Learning Administration Management

In 2019, we launched the Learning Administration Management program to meet a new demand for administrative support. Like TAMs, learning administration managers (LAMs) are dedicated resources who work closely with your teams to take care of platform configuration, handle the day-to-day management of administrative tasks and provide expert guidance.

With Brightspace and the LAM program, we can now complete course content administration in less than half a day, freeing up time for other work. Using the Brightspace platform, we’ve also been able to align the standards and rubrics for all our online courses—making it much easier to manage these courses and report quantitative and qualitative data to our accreditors.

Educational technology manager, McKendree University

The Role of Learning Analytics

Another area where clients expressed a need for support was in developing a data strategy, which is where our data solutions consultants (DSCs) shine. We know that being able to access the right data at the right time and transform it into actionable insights plays a critical role in supporting both learner and business success. DSCs provide guidance to help you make informed decisions and support the needs of everyone, from data consumers to data experts.  

Our Learning Analytics team officially became part of the Technical Account Management department in March. 

We had a goal to support students and their engagement at a program level, with a vision to provide academic advisers with real-time data. The experience with Learning Services coupled with Learning Analytics allowed us to take what we created, remove manual processes and formalise it. We were able to create the reports in a scalable way across the university and provide support to a broader [cohort] of students than before

Project manager UCD LEAP, University of Dublin School of Veterinary Medicine

Coming Together for Powerful Results

The main priority for our professional services teams is to make sure you’re set up for success and equipped to achieve your strategic educational and business goals.

  • TAMs provide proactive, personalised support and act as technical liaisons.
  • LAMs free up valuable time and resources by handling day-to-day administrative tasks.
  • DSCs make it easier to understand and use your data, helping you make informed decisions and remove the guesswork and barriers to success.

It’s about helping augment, expand and enhance your teams’ work. It’s also about forging a strong partnership—working together and bringing the right blend of strengths to the table to support your institution’s or organisation’s unique needs and goals.

Want to Know More?

If you want to learn more about these services and how they could help, don’t hesitate to get in touch with your client sales executive or customer success manager.

Written by:

Theenu Rasenthiram
Theenu Rasenthiram

Manager, Technical Account Management

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Table of Contents
  1. The Role of Technical Account Management
  2. The Role of Learning Administration Management
  3. The Role of Learning Analytics
  4. Coming Together for Powerful Results
  5. Want to Know More?