Customer Success Operations Analyst

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 25 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. 

The Customer Success Operations Analyst’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 Operations and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.  The Customer Success Operations Analyst 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 or usage, risk and churn.  Experience with implementing and managing a customer success platform will be an asset 

How Will I Make an Impact?

• Act as a business partner for the Customer Success teams providing data, insights and analysis into programs, and reporting on retention, usage, risk, customer health and opportunities. 
• Define, design and help detect early signals of at-risk renewals using data driven insights, and design strategies with CS Leaders to address risks and provide paths to escalation and mitigation. 
• Support CS teams by ensuring accurate data accessibility and system functionality to drive informed decision-making, through the admin and management of all backend operations within Salesforce, Planhat, Qualtrics, Power BI and other Customer Success tools 
• Monitor and manage data quality within the systems and work with IT, Finance, Sales Operations and other internal cross-functional teams to address and resolve the root cause of any issues  
• Build, maintain, and optimize usage reports to provide actionable insights for the CS team. 
• Oversee system integrations, ensuring smooth data flow across platforms and maintaining data accuracy. 
• Provide technical support to the CS team by troubleshooting system-related issues and optimizing tool functionality. 
• Manage project timelines, documentation, and task execution for key CS initiatives, ensuring smooth project delivery. 
• Collaborate with internal teams to enhance system capabilities, streamline processes, and improve overall efficiency. 
• Manage and hold CS team accountable through training, guidelines and process to adhere to reporting and administrative protocols 

What you’ll bring to the role:

• Data, analytical and reporting skills 
• Must understand data governance, visualization and requirements for gathering and authoring   
• Subject Matter Expertise in Salesforce 
• Qualtrics and Customer Relationship Management platform (CRM) expertise 
• Must have in depth experience with Microsoft Office (especially Excel, Power Point)  
• Subject Matter Expertise with PowerBI and Tableau 
• Passion for designing processes that scale  
• Organized with a proven ability to successfully manage multiple tasks while maintaining high quality outputs, with exceptional attention to detail 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. 
• Strong experience collaborating with cross-functional, multidisciplinary teams 
• Experience within a growth-oriented SaaS companies is ideal  
• Thorough understanding of business management, forecasting strategy and techniques 

Education/Experience Recommendations: 

• Bachelor’s degree in Business, Marketing or related industry of field; MBA is nice to have 
• At least 5 years' experience in related industry or acting as a consultant on a major strategic planning program specifically with Customer Success 
• Understanding and exposure to CRM and other CS Tools  

The expected base salary range for a new hire in this role is listed below. The annualized base salary offered is determined by each candidate’s relevant knowledge, skills, education, training and experience. It is aligned to ensure both internal and external competitiveness using market data for the geographic location and industry. As part of the total compensation at D2L the role may be eligible for additional benefits including a Wellness Subsidy, Equity Grants, Variable Incentive, and more.

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 through #LifeAtD2L:

• 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 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 at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne.