Customer Success Specialist

5 months ago

London, United Kingdom D2L Full time

General Description:

As Customer Success Specialist, you oversee a large portfolio of our small-to-medium business (SMB) EMEA Higher Education and Corporate customers at scale. You will have the opportunity to establish productive and trusted relationships with educational organizations and ensure customer satisfaction and retention by driving customer adoption, stakeholder value and advocate the full use of D2L's Brightspace Learning Management System (LMS). 

How You'll Make an Impact: 

Engage with customers at scale throughout key points in the customer journey Define, coordinate, implement and measure scaled activities that drive customer 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 

What You’ll Bring to the Role: 

Proven 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 interventions 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 in the education space is plus 

Education Recommendations:

Bachelor’s degree and/or equivalent experience

Please Note: This role can be done from your home office within the UK or on-site at our London Office (Battersea Power Station). 

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;

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.

D2L is committed to a fair and inclusive work environment. We are an equal opportunity employer that hires and attracts talent regardless of age, race, creed, color, religion, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, status as a protected veteran or any other legally protected grounds and will not discriminate on these bases. We draw on diversity of thought and experience to reflect the rich array of cultures representing our broad customer base and we seek talent with diversity of life experiences and perspectives from around the world. If you have special accessibility requirements that need to be considered during the recruitment process, please let us know by emailing us at careers@d2l.com and a member of our HR team will get back to you. Information received relating to accommodation needs of applicants will be addressed confidentially. D2L maintains a drug-free workplace.

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