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Customer Success Specialist

3 weeks ago

Remote, Canada D2L Full time

**The Customer Success Specialist will work with clients to successfully adopt D2L products and services**:
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 (Job Summary)**:
At D2L, we are looking for talented, enthusiastic, and passionate people who share in our excitement and passion for transforming the way the world learns.

We believe learning is the foundation upon which all progress and achievement rests. Working closely with clients, D2L has transformed the way millions of people learn online or in the classroom. This career opportunity is a key part of our future success and will help support thousands - potentially millions - of learners

**Major Responsibilities (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. With experience leading and implementing with mínimal supervision, here's what we're looking for.
- Work with an assigned portfolio of school boards to define, coordinate, implement and measure activities that drive customer’s adoption leading directly to revenue
- Align D2L (Brightspace) technology with specific school board or district value propositions
- Manage the executive and key stakeholder relationships at Ontario school boards; be key D2L liaison and contact; and manage terrain map for assigned clients
- Ability to speak with executives to drive key messages around adoption
- Work alongside a Ministry of Education Officer to support regional activities and adoption growth for an assigned set of school boards
- Communicate adoption targets, deltas, and growth plans regularly to internal D2L leadership, and gather support where needed
- Work with internal departments (marketing, product, client sales, training) to share back client feedback and advocate for client needs
- Work with the D2L analytics group to gather key reports and insights that can be used with the clients
- Develop adoption coaching capacity and playbooks to provide support to assigned portfolio of clients
- Create and use collateral that can be used to drive adoption (e.g. presentations, blog articles, webinars).
- Continually seek ways to scale activities to broaden depth and breadth of adoption
- Ability to travel approximately 10% of the time to customer locations.

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

- 3-5 years of customer success/change management/education experience
- Strong writing and presentation skills - you will be presenting to Directors of Education, Superintendents, IT Managers, Teachers and Teaching and Learning Consultants directly
- K-12 education experience or graduation from an education program
- Past employment in a K-12 academic institution would be considered a plus
- Ability to design processes and workflows to drive efficiency - mapping out things that work well for others to follow
- 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
- A love of data to share meaningful recommendations/insights with clients to help drive adoption - help them understand what is working and not working
- Ability to quickly leverage tools and technology such as Microsoft Office Suite, Salesforce and our product Brightspace.
- High energy level, demonstrated drive to succeed, and a sense of urgency
- Experience within a fast paced, growth organization is ideal
- Bilingual (French/English) would be an asset

**EDUCATION REQUIREMENTS**:

- Bachelor of Education, or equivalent

**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;
- Impactful wor