Customer Success Manager, Asia

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.

**Job Summary**:
The Customer Success Manager is the primary owner of the business relationship with the customer, responsible for driving the customer's success as defined by them. Focus is on ensuring customer satisfaction and retention by driving customer adoption and stakeholder value.

In addition, the Customer Success Manager will also manage client relationships for both Education and Corporate clients, responsible for maintaining high levels of client satisfaction, identifying opportunities to sell the client additional products and services and achieving sales targets.

The role will require skills to evaluate our current client's eLearning strategy to create a joint business plan with the client to move the D2L relationship towards a higher level of loyalty and revenue generation. As the central point of contact for the client the Customer Success Manager will be required to build and maintain an excellent working relationship and work towards becoming a trusted advisor for the client.

**How will I make an impact?**
- Manage D2L's customers in your assigned territory, with a focus on developing strong, referenceable relationships
- Responsible for identifying and exceeding revenue objectives with each client account within your assigned territory
- Managing an education and corporate solution sale to existing customers; moving the sale through the entire sales process actively engaging other D2L resources as necessary to ensure success
- Develop an in-depth understanding of D2L's solutions and communicate to clients how they get value out of them
- Drive product adoption by setting adoption and usage targets with the customer that support the growth in their programs, customer success goals, and actively manage a plan to meet/exceed those targets
- 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
- Report against customer success criteria and manage initiatives to meet them
- Oversee execution of remediation items for the Customer Success Plan and Customer Retention Plan, and communicate the progress internally and externally
- Act as D2L business owner for renewal process
- Develop and manage an engagement model with the customer that expands and manages all key relationships within the customer and D2L
- Coordinate and conduct regular business reviews to foster the relationship and understand the customers' needs
- Serve as key stakeholder during Implementation phase and facilitate transition out of implementation to support
- Develop a consultative relationship with each customer and work in conjunction with other D2L teams and SMEs to provide solution planning and execution
- Educate clients on support channels, self-service tools, release processes, and other resources to drive operational self-sufficiency

**What you'll bring to the role**:

- 2+ years' experience managing customers and projects
- Direct work with establishing customer outcomes and measurements
- Direct employment in K12 or Higher Education or Corporate Training vertical or similar
- Experience with business drivers for educators, students, business process owners, and organization executives
- Experience working with and presenting results to management
- Ability to quickly establish rapport with all levels of personnel
- High energy level, demonstrated drive to succeed, and a sense of urgency
- Experience within a fast paced, growth organization is ideal
- Excellent communication skills and analytical skills
- This position may require up to 30% travel

**Education Recommendations**:

- Bachelor's degree or college degree in technology required