Bilingual Customer Success Specialist
D2L
Kitchener, Ontario Toronto, Ontario
7h ago

Multiple locations

Kitchener, Ontario or Toronto, Ontario

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’s 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 minimal supervision, here's what we're looking for.

  • Define, coordinate, implement and measure activities that drive D2L’s adoption
  • Share insights on the impact of activities in support of adoption, engagement and retention
  • Create and use collateral that can be used to drive adoption and pipeline (e.g. presentations, blog articles, webinars)
  • Develop an adoption coaching capacity and playbooks to provide support to our strategic K-12 customers as well as internal Client Success teams with the training, skills, tools they need to drive adoption of our software.
  • Use adoption playbooks created to interact with key stakeholders at K-12 clients like Directors of Education, Superintendents, IT Managers, Teachers and Teaching and Learning Consultants directly in order to improve the use of D2L products and services.
  • Ability to speak with executives to drive key messages around adoption
  • Align D2L (Brightspace) technology with specific school board or district value propositions
  • Keep internal teams informed of progress at each client, and gather needed support
  • Work with the D2L analytics group to gather key reports and insights that can be used with the clients
  • Continually seek ways to scale programs with clients driving adoption
  • Ability to travel approximately 30% of the time to customer locations
  • Competencies (What you’ll bring to the role) :

  • 3-5 years of customer success / change management / education experience
  • Bilingual (French / English)
  • 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 idea
  • EDUCATION RECOMMENDATIONS :

  • Bachelor of Education, or equivalent
  • Why we’re awesome

    Key reasons you should apply :

  • Supported to do the best work of your life
  • Mission to transform the way the world learns
  • 1 company in North America for Candidate Experience (beating out all the other companies you know). Plus, we have an amazing company that keeps winning awards for Most Admired Company Culture, Best Managed, Best Company for Young People, and so many others.

    Plus, we also offer :

  • Flexible work hours
  • Two paid volunteer days
  • Health and wellness programs
  • Collaborative work environment
  • Various committees including Environmental Advisory Committee and Social Committee
  • And lots of other great benefits
  • Thanks for reading the full job profile hope you are now ready to apply! We are excited to meet you.

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