Account Manager

About the role

The hire will act as the primary strategic partner for a portfolio of enterprise clients, ensuring their long term success and satisfaction with the D2L product suite. They will translate complex learning and skill development requirements into clear implementation plans that align with organizational objectives. This role requires advising clients on best practices for course creation, assessment design, and performance support utilization. The hire will own the consultative discovery process to uncover underlying challenges and opportunities within client organizations. They will champion the customer voice internally, influencing product direction and solution design based on direct feedback. The position involves building deep trust and advocacy to transform learning initiatives into measurable strategic advantages. The hire will coordinate key milestones to ensure stakeholders understand new processes and utilize D2L tools to their full potential. Ultimately, the role is about safeguarding quality standards while guiding clients through structured onboarding and ongoing engagement programs.

Key facts

What you'll do

• Conduct in-depth discovery sessions to clarify client hiring goals, current workflows, and skill development needs.
• Design and build tailored implementation plans that connect D2L product setup with stated hiring timelines and business outcomes.
• Map the consultative journey for hiring groups, guiding them from initial contact toward steady usage and strategic advantage.
• Coordinate ship milestones effectively to ensure key users understand new processes early and can leverage D2L tools fully.
• Facilitate structured intake sessions to document objectives, current state workflows, and success metrics.
• Build and maintain adoption plans using data driven checkpoints where information informs continuous refinement.
• Partner with internal vendors and collaborators to forge roadmaps that align tools with evolving market shifts and customer needs.
• Establish and manage feedback channels that translate client insights into tangible product changes and improvements for the D2L suite.
• Act as the customer's biggest champion, ensuring their voice is heard in internal discussions regarding solution design and product direction.
• Guide teams through structured onboarding programs while maintaining strict quality standards and clarity.
• Maintain ongoing dialogue with clients to link daily tasks with long term strategic objectives around learning and skill development.
• Drive adoption metrics and success indicators to demonstrate the value of D2L solutions across diverse industries and geographic locations.
• Support the creation of training materials and resources that help clients maximize the potential of course creation and assessment tools.
• Proactively identify risks or blockers in the implementation process and develop mitigation strategies in collaboration with stakeholders.

Requirements

• Bring three to five years of experience guiding customer outcomes within the hiring technology or learning technology sector.
• Demonstrate deep fluency with the D2L product suite and related learning platforms and tools.
• Possess strong written and verbal communication skills necessary to navigate the demands of this consultative role.
• Comfort with managing multiple stakeholders simultaneously while maintaining clarity and a calm demeanor.
• Show ability to translate complex concepts into simple, actionable steps for diverse hiring and learning teams.
• Have a proven track record of building and sustaining lasting client relationships over extended engagements.
• Exhibit strong problem solving skills when working alongside innovative organizations focused on talent development.
• Be prepared to solve complex problems alongside innovative hiring and learning organizations eager to develop skills.
• Thrive in a fast paced environment where priorities shift and data driven decision making is essential.
• Commit to upholding quality standards while guiding cross functional teams through structured onboarding and adoption processes.
• Willingness to travel regionally to client sites as required to support implementation and strategic reviews.
• Availability to work during standard business hours in the Pacific Time Zone, with flexibility for occasional after hours support.

Nice to have

• Experience with talent acquisition technology and learning management systems.
• Background in consultative selling or customer success within SaaS or education technology.
• Familiarity with data analytics tools used to track learning adoption and engagement metrics.
• Understanding of adult learning principles and instructional design best practices.

Practical notes

This role is based in San Francisco, California, and requires availability during standard business hours in the Pacific Time Zone, with flexibility for occasional after hours support. Willingness to travel regionally to client sites is required to support implementation and strategic reviews. The engagement is full-time, and the compensation package ranges from $130,000 to $160,000 USD as of 2024. Candidates must meet the listed requirements without exception.