D2L

Customer Success Specialist

D2L

full-time

Posted on:

Location Type: Remote

Location: Canada

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Salary

💰 CA$67,000 - CA$90,000 per year

About the role

  • 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.

Requirements

  • 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 Learning and Development Organizations and Associations.
Benefits
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
high energy leveldrive to succeedsense of urgencyrelationship buildingcredibility establishmentcollaborationprocess designworkflow mappingprioritizationorganizational skills