D2L – Customer Success Operations Manager – Kitchener, Ontario, Canada

May 2, 2023
Apply Now

Job Description

D2L – Customer Success Operations Manager

The Company

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 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.

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.

Job Description

The Customer Success Operations Manager’s mission will be to improve and drive the effectiveness and efficiency of our Customer Success team. You will report to the Director of Customer Success & Strategy and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.  The Customer Success Operations Manager provides support and guidance to the Customer Success teams, helping them to effectively leverage the appropriate reporting tools and processes. 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 of 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?):

  • Act as a business partner for the Customer Success teams providing data, insights, and analysis into programs/reporting on retention, adoption, risk, and customer health and opportunities.
  • Lead process improvements of the Customer Lifecycle: Determine the timing and content of touch points for CSMs along the customer journey, to drive improved customer experience, product adoption, and overall customer health.
  • Risk Management: Define, design, and help detect with data-driven insights early signals of at-risk renewals and design strategies with CS Leaders to address them, and provide a path to escalation, reporting, and mitigation.
  • Cross-Functional Collaboration and Partnership: Manage cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for CSMs to share customer feedback to product, service, support, and operations teams internally
  • Liaison and align with the Support team on the resolution of major cases and report bugs to the Engineering team
  • Manage and hold the CS team accountable through training, guidelines, and process to adhere to reporting and administrative protocols
  • Generate reporting when necessary for 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.

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

  • 5+ years’ experience in operations managing client portfolios of varying sizes across multiple markets and/or geographies.
  • Experience mapping the customer journey with a specific focus on advocacy, onboarding, risk management, and adoption programs
  • Data, analytical, and reporting skills
  • Salesforce Subject Matter Expert
  • 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, and PowerPoint)
  • Experience with PowerBI is an asset
  • Strong experience collaborating with cross-functional, multidisciplinary teams
  • Experience within a growth-oriented SaaS company is ideal
  • Thorough understanding of business management, forecasting strategy, and techniques
  • At least 5 years experience in a related industry or acting as a consultant on a major strategic planning program specifically with Customer Success
  • Understanding and exposure to Gainsight or other CS Tool

D2L Leadership Competencies

  • Leads by Example with personal and professional integrity, high accountability, and a say/do ratio
  • Boundaryless collaboration and influence skills both within the 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 lead 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.

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!

Why we’re awesome:

At D2L, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and benefits may vary depending on location or employment type, we are proud to provide employees with the following;

  • Impactful work transforming the way the world learns
  • 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 well-being (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.

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 a 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 at [email protected] and a member of our HR team will get back to you. Information received relating to the accommodation needs of applicants will be addressed confidentially. D2L maintains a drug-free workplace.