Customer Success Specialist - K-12

D2L; Kitchener; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading education technology company is seeking a Customer Success Specialist to manage a portfolio of K-12 customers. This role involves engaging with clients to ensure satisfaction and driving software adoption. The ideal candidate will have experience in K-12 education, strong communication skills, and a proven ability to build relationships. This full-time position is based in Kitchener, Canada.

Qualifications

• Experience teaching in K-12 environments, ideally with Brightspace.
• 1 years experience in Customer Success, Account Management, or related roles.
• Ability to prioritize and stay organized.

Responsibilities

• Engage with customers at scale throughout key points in the customer journey.
• Develop and manage a Customer Success Plan and Customer Retention Plan.
• Educate clients on support channels and resources.

Skills

Customer Service

Communication

Analytical Skills

Relationship Building

Organizational Skills

Job description

This posting will close on September 15 at 9 : 00am ET but we encourage interested candidates to apply as soon as possible. Applications received before the closing date will be prioritized. Please note that the posting may remain open beyond the listed date depending on hiring needs.

General Description :

As Customer Success Specialist you oversee a large portfolio of our small-to-medium business (SMB) North America K-12 customers at scale. You will have the opportunity to establish productive and trusted relationships with K-12 school districts and partners and ensure customer satisfaction and retention by driving customer adoption stakeholder value and advocate the full use of D2Ls Brightspace Learning Management System (LMS).

How Will I Make an Impact

• Engage with customers at scale throughou t key points in the customer journey
• Define coordinate implement and measure scaled activities that drive customers adoption and strategic success
• Develop a scalable coaching capacity to provide support to our customers with the training skills and tools they need to drive adoption of our software from the beginning
• Develop and manage a Customer Success Plan with the customer that articulates customer success goals customer success measurement criteria obstacles and risks
• Develop and manage a Customer Retention Plan that articulates the drivers of customer and product retention and associated risks
• Oversee execution of remediation items for the Customer Success Plan and Customer Retention Plan and communicate the progress internally and externally
• Supports Client Sales Executive during renewal process
• Educate clients on support channels self-service tools release processes and other resources to drive operational self-sufficiency

What youll bring to the role

• Experience teaching in K-12 environments ideally with Brightspace
• 1 years experience in Customer Success Account Management or related roles
• High energy level demonstrated drive to succeed and a sense of urgency
• Ability to quickly leverage tools and technology to deliver value to a large portfolio of SMB customers at scale
• A bility to build relationships quickly establish credibility and collaborate across multiple internal and external teams
• Ability to design processes and workflows to drive efficiency - mapping out things that work well for others to follow
• Ability to prioritize and stay organized and on task
• 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 K-12 is plus

Required Experience :

Unclear Seniority

Key Skills

Design Engineering,Baan,Customer Service,Fund Management,ABAP,Elevator

Employment Type: Full Time

Experience: years

Vacancy: 1