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 25 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.
A member of our Talent Acquisition team reviews ALL of our applications - yes a
real person reviews resumes! They are excited to read more about what amazing
things you could add to D2L.
This posting will close on October 20 at 9:00am ET, but we encourage interested
candidates to apply as soon as possible. Applications received before the
closing date will be prioritized. Please note that the posting may remain open
beyond the listed date depending on hiring needs.
This role will be working with our Canadian Federal Government clients.
Preference will be given to candidates who have experience with the Federal
Government & are located in the National Capitol region. Bilingualism (French)
is required.
General Description:
As Customer Success Manager, you will be the primary owner of the
business relationship with our North American corporate (Government) customers
and drive their success as defined by them. You will establish productive and
trusted relationships with corporate customers
(Government) while ensuring customer satisfaction and retention by
driving product adoption, stakeholder value and advocate the full use of D2L's
Brightspace Learning Management
System (LMS).
Major Responsibilities (How Will I Make an Impact?):
- Manage key strategic D2L customers, with a focus on developing strong,
referenceable relationships
- 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
- Assist customer with key internal projects driving the value of Brightspace
in their environment
- Ensure cross team customer collaboration
- Report against customer success criteria and manage initiatives to meet them
- Oversee execution of remediation items for the Customer Success Plan and
Customer Retention Plan, and communicate the progress internally and
externally
- Drive product adoption by setting adoption and usage targets with the
customer that support their customer success goals
- Supports Client Sales Executive during renewal process
- Develop and manage an engagement model with the customer that expands and
manages all key relationships within the customer and D2L
- Coordinate and conduct regularly scheduled business reviews with the customer
leadership and administration teams
- Serve as key stakeholder during Implementation phase and facilitate
transition out of implementation to support
- Develop a consultative relationship with each customer and work in
conjunction with other D2L teams and SMEs to provide solution planning and
execution
- Educate clients on support channels, self-service tools, release processes,
and other resources to drive operational self-sufficiency
Competencies (What you’ll bring to the role):
- 5+ years experience in Customer Success, Account Management or related roles
- Ability to build strong relationships and quickly establish credibility and
rapport with senior level and C-suite executives
- Experience establishing joint strategic goals with customers and measuring
progress and outcomes
- Ability to collaborate cross-functionally across multiple internal and
external teams
- High energy level, demonstrated drive to succeed, and a sense of urgency
- Excellent communication and analytical skills
- Experience within a fast paced, growth organization is ideal
- Experience working in education technology for upskilling and employee
training is a plus
- Ability to travel approximately 30% of the time to customer locations
- Bachelor’s degree required and/or equivalent experience preferred
The expected base salary range for a new hire in this role is listed below. The
annualized base salary offered is determined by each candidate’s relevant
knowledge, skills, education, training and experience. It is aligned to ensure
both internal and external competitiveness using market data for the geographic
location and industry. As part of the total compensation at D2L the role may be
eligible for additional benefits including a Wellness Subsidy, Equity Grants,
Variable Incentive, and more.
Base Salary Range
$90,000—$130,000 CAD
Don’t meet every single requirement? We strongly encourage you to still apply!
At D2L, we are committed to creating a diverse and inclusive environment. We
encourage your application even if you don't believe you meet every single
qualification outlined, because we love to help our people grow and develop!
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 [https://www.d2l.com/careers/blog/]:
- 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 Reimbursements
- Employee Referral Program
- Wellness Reimbursement
- Employee Recognition
- Social Events
- Dog Friendly Offices at our HQ in Kitchener, Winnipeg, Vancouver and
Melbourne.
