General Description (Job Summary):

Primary owner of the business relationship with the customer, responsible for driving the customer’s success as defined by them. Focus is on ensuring customer satisfaction and retention by driving customer adoption and stakeholder value.

Major Responsibilities (How Will I Make an Impact?):

• 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
• 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
• Act as D2L business owner for renewal process
• Develop and manage an engagement model with the customer that expands and manages all key relationships within the customer and D2L
• Coordinate and conduct annual or bi-annual business reviews with the customer
• 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, self-service tools, release processes, and other resources to drive operational self-sufficiency

HOW WILL I MAKE AN IMPACT?

• 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
• 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
• Act as D2L business owner for renewal process
• Develop and manage an engagement model with the customer that expands and manages all key relationships within the customer and D2L
• Coordinate and conduct annual or bi-annual business reviews with the customer
• 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, self-service tools, release processes, and other resources to drive operational self-sufficiency

Competencies (What you’ll bring to the role):

• 5+ years experience in managing customer relationships and managing programs for learning management systems or related technologies
• Direct work with establishing strategic outcomes and measurements
• Deep experience with Higher Ed institutions, preferably with D2L or other LMSs
• Experience with business drivers for educators, students, business process owners, and organization executives
• Experience working with and presenting results to senior level executives
• Ability to quickly establish rapport with all levels of personnel up to and including C-Suite executives
• High energy level, demonstrated drive to succeed, and a sense of urgency
• Experience within a fast paced, growth organization is ideal
• Excellent communication and analytical skills
• This position may require up to 30% travel

D2L Leadership Competencies

• Leads by Example with personal and professional integrity, high accountability and say/do ratio
• Boundaryless collaboration and influence skills both within team, peer group and broader organization. Effective communicator with a proven track record of
• Delivers Awesome Outcomes: Strategic mindset and business acumen, with strong prioritization skills and a focus on organizational outcomes vs. team tasks. Effective problem solver, able to achieve results individually and through others, in fast paced, deadline-driven environments.
• Talent Magnet: Talent-focused leader, with demonstrated ability to coach, build and manage a high performing, diverse team.
• Better, Smarter, Faster: An agile learner, with a growth mindset, attention to detail and organizational skills. An operationally minded leader, with a focus on continuous improvement and innovation.
• Wins Hearts and Minds: An effective communicator, with the ability to connect the why and the what. A change agent, with proven delegation, motivation, and team building skills.

Education Recommendations:

Bachelor's degree or college degree in technology required