Customer Success Specialist
D2L Corporation
Kitchener, Ontario
7d ago

The Customer Success Specialist will work with clients to successfully adopt D2L products and services

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.

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!

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 playbook to provide support to our strategic 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 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 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
  • 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
  • Education experience or graduation from an education program
  • Past employment in an 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 RECOMMENDATIONS :

  • Bachelor of Education, or equivalent
  • WHY WE'RE AWESOME :

  • Health and wellness programs
  • Collaborative work environment
  • Dog Friendly office
  • Snacks and food trays!
  • Foosball and Ping-Pong tables
  • Showers on site
  • Centrally located in downtown, close to restaurants and pubs, easily accessible by public transit
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