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Job Summary:

The VP of Customer Support, Community, and Knowledge will define and execute a cohesive company strategy for Administration and End-user Support and Community in addition to ensuring high quality and localized content creation of D2L product and services. Our ideal candidate will ensure D2L consistently delivers support that exceeds customers’ expectations and will contribute to the company achieving revenue and customer retention targets. The leader in this role will work closely with other Services group in addition to Technology and Engineering, Sales, Marketing, Product and Finance groups.

How Will I Make an Impact?

Performance and People

• You will attract, recruit, train and retain top talent; supporting team members development into other departments in D2L
• You lead by example, showing others what great looks like to up-level your next level of leaders, and so on throughout the org.
• You are responsible for multiple teams of Admin Support, End User Support, Community, Knowledge and Localization
• You will be responsible for capacity planning, ensuring staffing requirements are met, and making hiring decisions in partnership with leadership team
• You will act as a coach and mentor to your Leaders helping them to grow their skills
• You will provide career path opportunities, give regular feedback, and create a collaborative and open environment
• You’re mindful of driving operational excellence through efficiency, speed to resolution, and acting with urgency while consistently maintaining high customer satisfaction levels
• You will be responsible for performance management in accordance with company policies and procedures
• You will build relationships and look for opportunities to collaborate and knowledge share with Product Development, Engineering, Sales, Marketing and other Customer Engagement teams
• You will help grow and develop new leaders within Global Support, Community and Knowledge and the broader Customer Engagement division
• Previous experience managing a global support organization is required

People Leadership and Performance

• You are passionate about people leadership and leading effective teams.
• You will manage a team of D2Lers and champion a high performing culture.
• You will connect your team’s day to day accountabilities to D2L’s mission by setting clear objectives and performance expectations with your team members.
• You will coach, provide regular feedback, provide career path and development or growth opportunities, and create a collaborative and open environment.
• You will collaborate through cross-functional teams to accomplish established corporate and team goals and effectively manage relationships with other D2L teams
• Responsible for supporting vision, planning and defining team objectives, and leading execution of objectives
• Work with your peers and leaders to drive productivity, efficiency, and hold team accountable for high quality outcomes
• Play key role with interviewing, hiring and onboarding new team members. Provide expertise and coaching/mentorship to the team members.
• Produce and actively participate in knowledge sharing as well as professional development initiatives

Customer Management

• You will act as a leadership sponsor (when asked) and escalation point for customers, representing Global Support with prospects and customer executives
• You will the achievement of a 85%+ average CSAT score across all channels
• You will define a Community strategy ensuring call deflection results are achieved and that customers leverage the Community on an increasing basis over time
• You will innovate within Global Support, Community and Knowledge in order to drive costs down, while providing a phenomenal customer experience
• You have experience implementing Artificial Intelligence into key workflows and processes to increase the customer experience and efficiency of overall Support operations

Departmental and Revenue

• You will maintain and establish new relationships with third party support providers ensuring they deliver the same high-quality case management experience (CSAT) within budget (margin achieved)
• You are focused on delivering business results and have managed a global Support organization.
• You will have departmental budget ownership, collecting and summarizing departmental metrics, operational activities, and other information and communicating these to the rest of the organization.
• You will guide your team to effective and efficiently resolve cases, increase the use of chat thereby driving the cost to support down
• You will be responsible for successful SLA/SLO adherence across all customers
• You will ensure target margins are achieved on a regular basis
• You will be responsible for managing, planning, and reporting on business metrics for the department, including financial, customer satisfaction, and initiative success.
• Previous experience with budget ownership is required.

Solutions & Offerings

• You will drive innovation and continual process improvement within the department to ensure Global Support, Community and Knowledge delivers industry leading services.
• You will proactively look for opportunities to grow the business and provide value to existing customers and prospects through new and improved capabilities and practices across the team
• You will work with your teams to create new solution offerings based on insights from the team, feedback from customers and industry trends
• You will interact with internal and external customer groups at all levels as well as with senior management and executives internally
• You will partner cross functionally to support GTM readiness for new offerings
• You will ensure that ongoing sales enablement is prioritized and delivered effectively
• You will partner with Product Management to find opportunities to improve the product to make Global Support, Community and Knowledge ever more efficient and to provide a phenomenal customer experience

What you’ll bring to the role:

• Bachelor's degree in Business, IT, or related field; MBA is a nice to have
• 10+ years of experience in customer support, with at least 5 years in a leadership role.
• Proven track record of managing support teams in a SaaS environment.
• Strong understanding of customer support metrics and data analytics.
• Excellent communication and interpersonal skills.
• Strategic thinker with strong problem-solving abilities.
• Ability to work effectively in a fast-paced, dynamic environment

D2L Leadership Competencies

• Leads by Example with personal and professional integrity, high accountability and say/do ratio
• Boundaryless collaboration and influence skills both within team, peer group and broader organization.
• Delivers Awesome Outcomes: Strategic mindset and business acumen, with strong prioritization skills and a focus on organizational outcomes vs. team tasks. Effective problem solver, able to achieve results individually and through others, in fast paced, deadline-driven environments.
• Talent Magnet: Talent-focused leader, with demonstrated ability to coach, build and lead a high performing, diverse team.
• Better, Smarter, Faster: An agile learner, with a growth mindset, attention to detail and organizational skills. An operationally minded leader, with a focus on continuous improvement and innovation.
• Wins Hearts and Minds: An effective communicator, with the ability to connect the why and the what. A change agent, with proven delegation, motivation, and team building skills.