Job Title

Senior Customer Success Manager - Corporate/Government (Bilingual) 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, studentcentric 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 has had a singular mission for 25 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. Every application we receive is personally reviewed by a member of our Talent Acquisition team yes, a real person looks at your resume! While we use AI tools internally to streamline tasks like meeting notes, summaries, and administrative work, these tools never rank resumes, make hiring decisions, or influence candidate evaluations. This role will be working with our Canadian Federal Government clients. Preference will be given to candidates who have experience with the Federal Government & are located in the National Capitol region. Bilingual (French) is a strong asset. General Description As Customer Success Manager, you will be the primary owner of the business relationship with our North American corporate (Government) customers and drive their success as defined by them. You will establish productive and trusted relationships with corporate customers while ensuring customer satisfaction and retention by driving product adoption, stakeholder value and advocate the full use of D2Ls Brightspace Learning Management System (LMS). Major Responsibilities (How Will I Make an Impact?) - Manage key strategic D2L customers, with a focus on developing strong, referenceable relationships - 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 - Assist customer with key internal projects driving the value of Brightspace in their environment - Ensure cross team customer collaboration - Report against customer success criteria and manage initiatives to meet them - Oversee execution of remediation items for the Customer Success Plan and Customer Retention Plan, and communicate the progress internally and externally - Drive product adoption by setting adoption and usage targets with the customer that support their customer success goals - Develop and manage an engagement model with the customer that expands and manages all key relationships within the customer and D2L - Coordinate and conduct regularly scheduled business reviews with the customer leadership and administration teams - Serve as key stakeholder during Implementation phase and facilitate transition out of implementation to support - Develop a consultative relationship with each customer and work in conjunction with other D2L teams and SMEs to provide solution planning and execution - Educate clients on support channels, selfservice tools, release processes, and other resources to drive operational selfsufficiency Competencies (What youll bring to the role) - 5+ years experience in Customer Success, Account Management or related roles - Ability to build strong relationships and quickly establish credibility and rapport with senior level and Csuite executives - Experience establishing joint strategic goals with customers and measuring progress and outcomes - Ability to collaborate crossfunctionally across multiple internal and external teams - High energy level, demonstrated drive to succeed, and a sense of urgency - Excellent communication and analytical skills - Experience within a fast paced, growth organization is ideal - Experience working in education technology for upskilling and employee training is a plus - Ability to travel approximately 30% of the time to customer locations - Bachelors degree required and/or equivalent experience preferred This posting is for a current opening The expected base salary range for a new hire in this role is listed below. The annualized base salary offered is determined by each candidates relevant knowledge, skills, education, training and experience. It is aligned to ensure both internal and external competitiveness using market data for the geographic location and industry. As part of the total compensation at D2L the role may be eligible for additional benefits including a Wellness Subsidy, Equity Grants, Variable Incentive, and more. Base Salary Range $90,000 $130,000 CAD Dont 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 were awesome - Impactful work transforming the way the world learns - Learning and Growth opportunities - Tuition reimbursement of up to $4,000 CAD for continuing education through our SkillsWave Program - 2 Paid Days off for SkillsWaverelated activities like exams or final assignments - Employee wellbeing (Access to mental health services, EFAP program, financial planning and more) - Competitive Benefits Package - Home Internet Reimbursements - Employee Referral Program - Wellness Reimbursement - Employee Recognition - Social Events - Dog Friendly Offices Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices. 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 [email protected] 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 drugfree workplace. By clicking on the Submit Application button above, you acknowledge, agree and/or provide your explicit consent for the D2L family of companies - to use the information you have provided for the purpose of considering and evaluating you as a candidate for employment with the D2L family of companies; - to store your information on their vendor systems; - to share your information within the D2L family of companies, their vendors, partners or other third parties for the purpose of processing your employment application; and - to use your personal information to contact you in the future for any other suitable employment opportunities; The D2L family of companies and its vendors, partners, and third parties and their systems may be located in jurisdictions different from your jurisdiction of residence. For more information on how the D2L family of companies protects your privacy,please review D2Ls Privacy Statement. To all recruitment agencies: D2L does not accept agency resumes. Please do not forward resumes to our HR alias email address, to any D2L employee, or to other Desire2Learn email addresses. D2L will not pay any fees related to unsolicited resumes. #J-18808-Ljbffr