D2L Careers
Professional Services and Support
The Professional Services and Support team surrounds customers with the necessary support to help them meet and exceed their learning goals at each phase of the journey: Onboarding Services, Global Customer Support and Community, Learning Services and Optimization Services. Interested in learning more?
How does Professional Services and Support make an impact at D2L?
Once the sales cycle is complete, a client is transitioned to our Professional Services and Support team to start their client journey with D2L. These teams support with change management, learning strategy, implementation of Brightspace, Brightspace training, and their day-to-day use of the platform, and consult the best ways to adopt and structure the product. Professional Services and Support is all about value-add services to Brightspace clients – providing the help customers need, when they need it, for as long as they need it.
Onboarding Services
Global Support and Community
Optimization Services
Learning Services
Customer Success Team
Onboarding Services
Strategic Consulting: Our Strategic Consultants help customers accelerate digital transformation and enable greater value realization by guiding them through the process of strategic change. They help outline a clear vision for the future of learning, determine milestones and success criteria for achieving it.
Implementation and Training Services: Picking up the client journey after the sales process, all of the way through to a successful launch, the Implementation & Training Services team supports the client with their experience transitioning to Brightspace. The team ensures that our customers are confident and set up for success by providing professional services such as program management, project management, technical consulting, private training, and scalable e-learning solutions.
Global Support and Community
The mandate of this group is to get customers the information needed to utilize D2L products and services. This includes our Customer Support (Administrator Support, End User Support), Knowledge, Localization, and Community teams
- • Supporting users (Instructors, learners and subject matter experts) day to day questions with our platform 24x7x365
- • Creating and translating the product including product documentation, guides, and knowledge resources
- • Building the Brightspace Community with resources and information to help customers with Brightspace adoption – our 24x7x365 one-stop-shop for Brightspace knowledge and connection
Optimization Services
Our Optimization services are designed to provide the attention and care customers need to take Brightspace to the next level and move faster.
• Technical Account Manager (TAM): Working with one of D2L’s premium service team that offers personalized ongoing support to D2L customers. TAMs act as an advocate to ensure their client’s technical needs are highly prioritized and help with Brightspace operations.
• Learning Administration Manager (LAM): This premium services team allows customers to delegate the day-to-day administration of Brightspace to a LAM, so they can focus on their strategic goals. With many years of experience as Brightspace admins, LAMs also provide expert guidance on how to optimize the Brightspace setup, ensuring customers get the most out of the platform.
• Learning Analytics: The Learning Analytics team helps customers improve business outcomes by leveraging data from Brightspace to make more insightful decisions, faster.
Learning Services
In Learning Services, we help customers create engaging and effective learning experiences that deliver improved learning outcomes. Our team of instructional designers and courseware developers help customers to build custom eLearning solutions and guide customers through best practices, tools and templates on pairing pedagogy and course design and help increase adoption and engagement.
Additionally, we help customers extend Brightspace platform functionality through custom software solutions via Brightspace extensibility.
Customer Success Team
The Customer Success team brings the strategic vision of our clients to life and empowers them to make it happen. The Customer Success Managers and coaches are trusted advisors who are dedicated to helping our clients succeed. This team partners with clients to drive adoption, increase retention, measure achievement and build a sustainable long-term strategy to achieve their goals.
Since the Customer Success teams include the some of the greatest global talent, our meetings, professional development activities and team events are all designed for remote employee participation.
Over the past year our team events have included:
Virtual escape room parties
Team lunches on ‘Zoom’
Bi-weekly Coffee & Chat sessions
Lego awards and acknowledgments
Virtual happy hours
Active book club
Unique Activities or Events
Learning Solutions: Innovation Days
Learning Solutions: Innovation Days are an effort to allow everyone to work on something that would make the team more efficient, do something innovative, etc. We break into teams and work through a project over two days, with presentations (~10 minutes each) on the last day. What you work on is entirely up to you, and although you don’t necessarily need something tangible to present, the ask is that you work on something that could be implemented or iterated on in the future! In the past, we’ve seen people present proof of concepts, research findings, and completed projects (among other things).
Implementation: Collaboration Days
Implementation: Collaboration Days are an effort to bring everyone together and learn about new products, features, processes and services. We break into teams and work through brainstorming new services offerings or looking for efficiencies in existing processes. We celebrate our successes over the past year, share knowledge about unique use cases we have done recently, do retrospectives on some of our large customers or initiatives, and troubleshoot together some of our more complex use cases.
Optimization Services: IDEA
Despite the Optimization Services (OS) team being spread across the globe, they have a strong workplace culture that fosters inclusivity, fun and high-performance.
One very important initiative that this team began and has since grown in scope and reach across D2L is IDEA (Inclusivity, Diversity, Equity and Awareness) which focuses on fostering an environment where all individuals, regardless of their backgrounds, identify or characteristics, feel valued, respected and included.
This initiative encompasses various approaches to promote a judgement free space for employees to openly discuss recent events/issues and share perspectives surrounding DEI in the workplace while embracing the difficult conversations and educating each other. The IDEA initiative not only promotes a culture of inclusivity but also contributes to the professional development of employees by developing skills in effective communication, empathy, and cultural competency.
Optimization Services have a huge focus on collaboration and continued learning, which is why they run a week-long “OS Collaboration Week”. Here the entire global team run virtual activities and sessions. The week is spent learning, collaborating, socializing and having a lot of fun!
Leadership
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Al PatelSenior Vice President, Professional Services and Support
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Meera Vignarajah
Vice President, Customer Success
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Alexander Persaud
Senior Director, Implementation Services
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Megan Eyermann
Senior Director, Optimization Services
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Kim Loebach
Senior Director, Learning Services
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Jon Krochmalnek
Director, International Implementation and Channel Enablement
