Client Success Manager- Wave

4 weeks ago

Kitchener, Canada D2L Full time

D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift.

New models of teaching and learning enable a personalized, student-centric experience - and deliver improved retention, engagement, satisfaction, and results for learners of all ages - in schools, campuses, and companies.

D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.

D2L has had a singular mission for 20 years and is dedicated to that same mission in the years ahead: to transform the way the world learns - and by doing so, we will help improve human potential globally.

The Client Success Manager manages implementations and relationships with Wave customers with our skill-building and education-as-a-benefit platform, ensuring high system usage and high value for corporate clients. This position reports to the Director of Operations and Client Success, and is responsible for ensuring new and continuing clients have plans for implementation and continual adoption, and executes on those plans with clients. This is a client-facing position, managing relationships rather than a team.

**Major Responsibilities (How Will I Make an Impact?)**

You'll have a big impact on working learners by implementing Wave and continually increasing client adoption to ensure that learners can access, register, and engage in the learning experiences they need. In order to do this, you will:

- Create plans for client adoption with mutually derived, clear goals and expectations, and report back to external clients and internal team members on the results of those initiatives.
- Utilize and refine processes, documentation, presentations and other collateral in support of increased client engagement from implementation through daily management.
- Be responsible for continually increasing usage of the platform and registrations in the learning experiences offered by our network of education partners.
- Utilize internal data as well as external field data to inform improvements in our internal processes and in our partnerships with clients.
- Listen closely to client needs to inform and collaborate with Sales, Marketing, Product, and Ed Partnerships around the needs of clients and value those needs will bring to them.
- Ability to speak with executives to drive key messages around how they are using our software to impact their organization.
- Collaborate with clients and Marketing on automated messaging to increase system usage.
- Advocate for and confirm client internal deployment of adoption messaging and placement.
- Give customers advice and tools on how to effectively manage change.
- Keep internal teams informed of progress of each client, and gather support needed.
- Continually seek ways to scale activities to broaden depth and breadth of adoption.

**What you'll bring to the role?**
- Solid evidence of client success/change management/education experience
- Strong writing and presentation skills - you will be presenting to large corporate clients directly
- Experience working in a higher education environment or training organization
- A strong understanding of the field of corporate learning, higher education, and EdTech.
- Demonstrated ability to manage multiple high-value client relationships
- Ability to design processes and workflows to drive efficiency
- Well developed ability to build strong relationships, quickly establish credibility and collaborate across multiple internal and external teams
- Experienced in supporting change management, and organizational readiness
- Ability to quickly leverage tools and technology such as Microsoft Office Suite, Salesforce and LMS's or educational platforms
- High energy level, demonstrated drive to succeed, and a sense of urgency
- Experience within a fast paced, growth organization is ideal
- Experience with a CRM would be a plus
- Past employment in corporate L&D, a training organization, or within a revenue-generating unit of an academic institution would be considered a plus

**Why we're awesome**:
At D2L, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and benefits may vary depending on location or employment type, we are proud to provide employees with the following through #LifeAtD2L;
- Impactful work transforming the way the world learns
- Flexible work arrangements
- Learning and Growth opportunities
- Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program
- 2 Paid Days off for Catch the Wave related activities like exams or final assignments
- Employee wellbeing (Access to mental

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