Customer Success Specialist, Strategic

Job Description

Customer Success Specialist, Strategic

Description

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe.

We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

ROLE SPECIFICS

The Customer Success Enterprise Specialist is a key member of the North America Services Organization, reporting to a Customer Success Manager. They are aligned to a small number of higher education, government, and corporate accounts with Structured, and Highly Structured contracts where they can focus on maintaining current business and growing business in line with Pearson’s integrated business strategy. Working closely with Instructional Designers, Course level content leads, Coordinators, Department Chairs, and Administrators across all disciplines and departments, they will ensure the successful use of both digital and print products at individual and coordinated course levels. Responsibilities will include:

Work with the Account Executive and Account Manager to understand the Sales and Services contracts in place and the current selling strategy for a small subset of assigned accounts.

Create and communicate customized service offerings for each account aligned with service contracts and customer expectations.

Provide direct instructor onboarding and ongoing success through High-Touch Customer Success Journeys for all courses tied to Pearson solutions in territory.

Develop success metrics that will be utilized to measure an account’s health status throughout each term and selling season.

Collaborate with the Customer Success Faculty Advisors to ensure all course leads in the territory have engagement with a SME in their related field when creating or reinventing their courses.

Provide customers access to digital and print resources.

Understand functionality, features, and best practices across all Pearson products and services to be able to provide training and guidance to clients.

Provide monthly reporting on the status of the account’s deliveries, our ability to meet the customers’ contractual needs, overall account health, and open action items.

Attend all Successful Implementation Review Team (SIRT) meetings for assigned accounts.

Track all actionable tasks and key customer engagements in OneCRM.

10%-20% travel required.

SKILLS/KNOWLEDGE/ABILITIES

Ability to create a services strategy based on contractual, training, and growth needs.

Ability to manage a variety of customer and professional relationships

Ability to learn complex technology and its best practices.

Ability to learn complex processes and be responsible for delivering on tasks, on time and to high quality, within a project plan.

Experience training customers on highly complex solutions.

Presentation skills: experience presenting solutions and best practices virtually and in-person to clients and colleagues.

Ability to understand a customer’s end-to-end experience and to create solutions based on that understanding.

Communication: Ability to impact customers and internal stakeholders through clear and effective verbal and written communication.

Interest in education and educational technology: experience in the development of traditional and technology-based intellectual property.

Experience working with accounts aligned to All-Inclusive, Structured Light, Structured, or Highly Structured contracts.

Experience using GoTo Meeting, Zoom, and other teleconferencing software.

Experience working with accounts in the Private Sector/Career College industry a plus.

Experience using Salesforce or another CRM instance.

Ability to do work aligned to the values of integrity, positivity, collaboration, growth mindset, and being customer focused.

Qualifications

REQUIRED KNOWLEDGE AND EXPERIENCE

Bachelor’s degree required

Customer-facing customer success, account management or project management experience

Experience implementing Higher Ed technology or Learning Management Systems at a software company or within the Higher Ed space

Experience working in Higher Education private or for profit sector preferred

10% to 20% travel required.

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Primary Location: US-RE-Remote

Work Locations: US-Remote Remote

Job: Sales

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Aug 7, 2019

Job Unposting: Aug 16, 2019

Schedule: Full-time Regular

Req ID: 1910403

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.