Program Manager, Customer Success

3 months 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 Customer Success Program Manager's mission will be to improve and drive the effectiveness and efficiency of our Customer Success team. You will report to the Director of Customer Success & Strategy and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale. The Customer Success Program Manager provides support and guidance to the Customer Success teams, helping them to effectively leverage the appropriate reporting tools and processes. The Programs Manager, Customer Success, in conjunction with supporting internal teams, will guide and administer the use of technology (CS Platform, CRM, BI tools) to support the CS business operations. Through regular reviews of available data this role will provide the CSM leadership team with insight into data that will help drive business decisions. This role will also assist in providing key metrics for objective and leading indicators or adoption, risk and churn. Experience with implementing and managing a customer success platform will be an asset

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

- Act as a business partner for the Customer Success teams providing data, insights and analysis into programs/reporting on retention, adoption, risk and customer health and opportunities.
- Lead process improvements of the Customer Lifecycle: Determine the timing and content of touch points for CSMs along the customer journey, to drive improved customer experience, product adoption and overall customer health.
- Risk Management: Define, design and help detect with data driven insights early signals of at-risk renewals and design strategies with CS Leaders to address them, and provide path to escalation, reporting and mitigation.
- Cross-Functional Collaboration and Partnership: Manage cross-functional processes that help meet renewal and upsell targets and deliver on customers' needs, including processes for CSMs to share customer feedback to product, service, support and operations teams internally
- Liaison and align with the Support team on resolution of major cases and report bugs to the Engineering team
- Manage and hold CS team accountable through training, guidelines and process to adhere to reporting and administrative protocols
- Generate reporting when necessary for the Customer Success and/or develop better ways to provide meaningful insights, analysis and trends relevant to the request
- Monitor and manage data quality within the systems and work with IT, Finance, Sales Operations and other internal cross-functional teams to address the root cause of any quality issues and resolve them
- Implement and administer Customer Success and Customer Experience tools like Planhat and Qualtrics
- Represent and articulate Customer Success technology, data and enablement needs to the business and other supporting teams (IT, Sales Operations, Enablement, Finance, Legal, etc)

**Competencies (What you'll bring to the role)**:

- 5+ years' experience in operations managing client portfolio of varying sizes across multiple markets and/or geographies.
- Experience mapping the customer journey with a specific focus on advocacy, onboarding, risk management and adoption programs
- Data, analytical and reporting skills
- Experience administering customer success platforms (while any CS Platform experience is an asset, experience with Planhat is preferred)
- Passion for designing processes that scale
- Organized with a proven ability to successfully manage multiple tasks while maintaining high quality outputs and delivering on time and with excellence
- Ability to quickly establish rapport with all levels of personnel up to and including C-Suite executives
- Ability to effectively communicate to stakeholders at all levels of the organization - with excellent written, oral, and presentation skills
- Problem-solver and critical thinker with the ability to break down complicated issues and simplify complicated processes
- Strong attention to deta

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