Customer Success Specialist

7 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.

**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.

**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 health services, EFAP program, financial planning and more)
- Retirement planning
- 2 Paid Volunteer Days
- Competitive Benefits Package
- Home Internet Reimbursem

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