Customer Success Operations Specialist

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 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.

A member of our Talent Acquisition team reviews ALL of our applications - yes a real person reviews resumes! They are excited to read more about what amazing things you could add to D2L. 

The Customer Success Operations Specialist’s mission will be to drive the global Customer Success Team’s strategic programs and initiatives. Reporting to the Director of Customer Success Strategy, this role will be their trusted partner in ensuring the implementation of customer success objectives, strategy, tactics, processes and technology.  The Customer Success Program Coordinator provides support and guidance to the Customer Success teams, helping them to effectively leverage the appropriate reporting tools and processes.  The This role, in conjunction with supporting internal teams, will guide and administer the use of technology (CS Platform, CRM, BI tools) to support the CS business operations. Through regular reviews of available data this role will provide the CSM leadership team with insight into data that will help drive business decisions.  This role will also assist in providing key metrics for objective and leading indicators or adoption, risk and churn.  Experience with implementing and managing a customer success platform will be an asset. 

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

• Manage and hold CS team accountable through training, guidelines and process to adhere to reporting and administrative protocols 
• Generate reporting when necessary for the Customer Success and/or develop better ways to provide meaningful insights, analysis and trends relevant to the request 
• Monitor and manage data quality within the systems and work with IT, Finance, Sales Operations and other internal cross-functional teams to address the root cause of any quality issues and resolve them 
• Implement and administer Customer Success and Customer Experience tools like Planhat and Qualtrics 
• Represent and articulate Customer Success technology, data and enablement needs to the business and other supporting teams (IT, Sales Operations, Enablement, Finance, Legal, etc) 

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

• 2+ years' experience in business or Customer Success operations and/or program coordination responsible for technology implementations and process improvements 
• Data, analytical and reporting skills 
• Experience administering customer success platforms (while any CS Platform experience is an asset, experience with Planhat is preferred) 
• Passion for designing processes that scale  
• Organized with a proven ability to successfully manage multiple tasks while maintaining high quality outputs and delivering on time and with excellence 
• Ability to quickly establish rapport with all levels of personnel up to and including C-Suite executives 
• Ability to effectively communicate to stakeholders at all levels of the organization – with excellent written, oral, and presentation skills  
• Problem-solver and critical thinker with the ability to break down complicated issues and simplify complicated processes 
• Strong attention to detail in daily tasks and projects, while also having the ability to see beyond the individual tasks and understand the broader impact and implications of activities on other cross-functional teams. 
• Expert level experience with Microsoft Office (especially Excel, Power Point)  
• Experience working with Salesforce 
• Experience with PowerBI is an asset 
• Experience with Quatrics CX is an asset 
• Strong experience collaborating with cross-functional, multidisciplinary teams 
• Experience within a growth-oriented SaaS companies is ideal  
• Thorough understanding of business management, forecasting strategy and techniques 

The expected base salary range for a new hire in this role is listed below. The annualized base salary offered is determined by each candidate’s 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$75,000—$97,250 CAD

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!