Customer Success Specialist

3 weeks ago

Kitchener ON, Canada D2L Full time

General Description:

Every day, our software is used by millions of people around the world, and we are looking for individuals who share in our excitement and passion for transforming the way the world learns. At D2L, we believe that learning should be accessible and engaging. Our goal is to create easy, flexible, and smart software that ignites the desire to learn in everyone. To do this, we need to give talented, enthusiastic, and passionate people opportunities to create, develop, and collaborate on projects that revolutionize the learning environment.

As Customer Success Specialist, you oversee a large portfolio of our small-to-medium business (SMB) North America Higher Education customers at scale. You will have the opportunity to establish productive and trusted relationships with Higher Education institutions and ensure customer satisfaction and retention by driving customer adoption, stakeholder value and advocate the full use of D2L's Brightspace Learning Management
System (LMS).

How Will I Make an Impact?

You'll have a big impact on learners by helping clients drive adoption with various strategies and programs to improve outcomes. The goal is to improve learning outcomes, support improved retention, higher engagement, increase learner satisfaction, and improve productivity.

  • Engage with customers at scale throughout key points in the customer journey
  • Define, coordinate, implement and measure scaled activities that drive customer's adoption and strategic success
  • Develop a scalable coaching capacity to provide support to our customers with the training, skills and tools they need to drive adoption of our software from the beginning
  • Develop and manage a Customer Success Plan with the customer that articulates customer success goals, customer success measurement criteria, obstacles and risks
  • Develop and manage a Customer Retention Plan that articulates the drivers of customer and product retention and associated risks
  • Oversee execution of remediation items for the Customer Success Plan and Customer Retention Plan, and communicate the progress internally and externally
  • Supports Client Sales Executive during renewal process
  • Educate clients on support channels, self-service tools, release processes, and other resources to drive operational self-sufficiency
What you'll bring to the role?
  • 2+ years experience in Customer Success, Account Management or related roles
  • High energy level, demonstrated drive to succeed, and a sense of urgency
  • Ability to quickly leverage tools and technology to deliver value to a large portfolio of SMB customers at scale
  • Ability to build relationships, quickly establish credibility and collaborate across multiple internal and external teams
  • Ability to design processes and workflows to drive efficiency - mapping out things that work well for others to follow
  • Ability to prioritize and stay organized and on task
  • Excellent communication and analytical skills
  • Experience within a fast paced, growth organization is ideal
  • Experience working in education technology or knowledge of business drivers for Higher Education is plus
EDUCATION REQUIREMENTS:
  • Bachelor's degree required and/or equivalent experience.
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