Remote Customer Success Specialist

Summary

Join D2L as a Customer Success Specialist to oversee a large portfolio of small-to-medium business customers in North America, establish productive relationships, and drive customer adoption and satisfaction.

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 Higher Education is plus

Responsibilities

• 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

Benefits

• 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