Customer Success Manager, Asia

  • Company:
    D2L
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    3 days ago
  • Category:
    Customer Service

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, student-centric 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’s has had a singular mission for 20 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 day, our software is used by millions of people around the world, and we are looking for individuals who share in our excitement and passion for transforming the way the world learns. At D2L, we believe that learning should be accessible and engaging. Our goal is to create easy, flexible, and smart software that ignites the desire to learn in everyone. To do this, we need to give talented, enthusiastic, and passionate people opportunities to create, develop, and collaborate on projects that revolutionize the learning environment.

JOB SUMMARY:

The Customer Success Manager is responsible for ensuring the success and retention of clients within D2L’s International Channel business. The role involves working closely with our channel partners to ensure our mutual clients are successful. Typical activities include developing and executing customer success plans, advising on good practise with D2L products, and managing client risks. The customer success manager will also create email newsletters, webinars or other similar activities focused on helping partners and clients get the most value out of their relationship with D2L. 

HOW WILL I MAKE AN IMPACT?

  • document customer outcomes, success measurement criteria, obstacles and risks
  • Oversee execution of remediation items for the Customer Success Plan and Customer Retention Plan, and communicate the progress internally and externally
  • advise partners and clients on best practise for adoption and use of Brightspace
  • Educate channel partners on support channels, release processes, and other resources
  • Conduct regular business reviews with partners to foster the relationship and understand their customers’ needs
  • Create engaging content (e.g. newsletters and webinars) to support partners and clients
  • Reporting to D2L teams about trends and patterns which influence channel customer success and advocating for channel clients’ needs to these teams
  • Forecasting and reporting internally within D2L on risk and retention
  • Define, execute, measure and continuously improve channel customer success program
  • WHAT YOU’LL BRING TO THE ROLE:

  • A passion for customer success, customer experience, and education
  • 2+ years’ experience managing customers and projects or supporting channel partners
  • Direct work with establishing customer outcomes and measurements
  • Direct employment in K12, Higher Education or Corporate Training vertical or similar
  • Experience with business drivers for educators, students, business process owners, and organization executives
  • Ability to write and produce high-quality, engaging client and partner-facing content and to develop content-oriented programs
  • Experience working with and presenting results to management
  • Ability to quickly establish rapport with all levels of personnel
  • High energy level, demonstrated drive to succeed, and a sense of urgency
  • Experience within a fast paced, growth organization is ideal
  • Excellent communication skills and analytical skills
  • This position may require up to 30% travel
  • Advanced level of written and spoken English
  • EDUCATION REQUIREMENTS:

  • Bachelor’s degree or college degree required