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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing strategic customer relationships and providing technical support for D2L solutions, with a strong focus on account growth and team mentorship. Proficient in leading cross-departmental collaboration to resolve complex issues and enhance internal processes.
Highest-signal resume keywords
Fluency In DutchExperience In Learning Management SystemsStrong Knowledge Of Brightspace Best PracticesLeadership In New Feature AdoptionProject Organizational Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportAccount ManagementBusiness Process DefinitionEnablement ProgramsConflict NegotiationCritical ThinkingProblem Solving
Soft Skills
Relationship BuildingWritten CommunicationVerbal CommunicationPresentation Skills
Tools & Technologies
D2L SolutionsBrightspace
Industry Keywords
Software ServicesTechnical RoleCustomer EscalationSaaSProject Management
About the role
Key responsibilities & impact- Serve as a named resource for strategic D2L customers, proactively and reactively providing augmented support
- Provide weekly summaries of open support incidents
- Run weekly meetings to review and prioritize support incidents
- Act as a customer escalation point
- Proactively lead account growth processes
- Mentor team members and support technical knowledge development
- Drive team expertise and technical thought leadership
- Work cross-departmentally to resolve complex scenarios and integration issues
- Engage Project, Development, Deployment, and Infrastructure Consulting teams on clients’ behalf
- Organize and report findings to enrich internal processes
- Deliver offerings defined in the TAM program
- Coordinate with support engineers, Support Management, and SaaS groups on escalation and resolution
- Communicate proactively with clients about product and program information, supportability issues, and strategic product plans
- Maintain and expand knowledge of D2L solutions and research solutions for client needs
- Use customer relationships to improve internal processes and attention to customer needs
Requirements
What you’ll need- Bachelor's degree or diploma in a related field
- Fluency in Dutch is mandatory for the position
- Experience in a similar role or a software services or technical role
- Strong knowledge of Brightspace best practices, with experience defining business process and providing enablement programs
- Leadership in new feature and technology adoption, including enablement and solution overview sessions and documentation
- Ability to lead account teams and ensure execution of the account plan
- Ability to develop relationships with executive, enterprise-level decision makers
- Ability to complete multiple tasks concurrently and deliver results under pressure
- Previous knowledge of learning management systems, preferably D2L
- Strong project organizational, relationship-building, conflict negotiation, written and verbal communication skills
- Ability to present technical issues to a non-technical audience
- Ability to work independently and remotely
- Critical-thinking and problem-solving ability
- Ability to be on call in after-hours situations
Benefits
Comp & perks- 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 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.