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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success and Account Management within the Higher Education sector, focusing on relationship building, customer satisfaction, and strategic goal alignment. Proficient in driving adoption of D2L’s Brightspace LMS and managing customer engagement models to ensure retention and value delivery.
Highest-signal resume keywords
Customer Success ManagementAccount ManagementRelationship BuildingStrategic Goal AlignmentHigher Education Technology Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SuccessAccount ManagementData AnalysisProject ManagementSolution Planning
Soft Skills
Excellent CommunicationCollaborationHigh Energy LevelAnalytical SkillsCredibility Establishment
Tools & Technologies
D2L Brightspace LMSSelf-Service ToolsSupport Channels
Certifications & Qualifications
Bachelor’s Degree
Industry Keywords
Higher EducationCustomer RetentionStakeholder ValueCustomer Engagement ModelsBusiness Reviews
About the role
Key responsibilities & impact- Own the business relationship with North American Higher Education customers and drive their success
- Establish productive and trusted relationships with Higher Education institutions
- Ensure customer satisfaction and retention by driving adoption, stakeholder value, and full use of D2L’s Brightspace LMS
- Manage key strategic D2L customers and develop strong, referenceable relationships
- Develop and manage Customer Success and Customer Retention Plans
- Assist customers with internal projects that drive Brightspace value
- Ensure cross-team customer collaboration
- Report against customer success criteria and manage initiatives to meet them
- Oversee remediation items and communicate progress internally and externally
- Set adoption and usage targets with customers
- Support the Client Sales Executive during renewals
- Develop and manage customer engagement models and key relationships
- Coordinate and conduct business reviews with customer leadership and administration teams
- Serve as a key stakeholder during implementation and facilitate transition to support
- Provide solution planning and execution with D2L teams and subject matter experts
- Educate clients on support channels, self-service tools, release processes, and other resources
Requirements
What you’ll need- 3+ 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 C-suite executives
- Experience establishing joint strategic goals with customers and measuring progress and outcomes
- Ability to collaborate cross-functionally 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 or knowledge of business drivers for Higher Education is plus
- Ability to travel approximately 30% of the time to customer locations
- Bachelor’s degree required and/or equivalent experience
Benefits
Comp & perks- Flexible work arrangements
- Learning and Growth opportunities
- Tuition reimbursement of up to $4,000 CAD for continuing education through our SkillsWave Program
- 2 Paid Days off for SkillsWave-related activities like exams or final assignments
- Employee wellbeing (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 Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices.
- Wellness Subsidy
- Equity Grants
- Variable Incentive