Pearson Manager Account/Relationship Management in Annapolis, Maryland
We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.
The Account Services organization is responsible for managing Professional Services engagement into North America’s Strategic Account base from pre-sales through service/ retention phases.
We engage with Administrative, Technology and Operational contacts as well as respective channel partners during the pre-sales phase. We are responsible for scoping, defining and prioritizing functional requirements and action plans needed to deliver contractual and relationship outcomes, we coordinate the delivery of functional solutions and the resulting transition of assigned accounts into new business and delivery models and manage the day to day functional needs of the partnership. Region coverage to include: CO, UT
The Account Manager is the primary liaison between Pearson and the C Suite/D Suite and Channel/ebook Partners for all functional needs across the customer ecosystem. The AM is a strategic innovator who designs the appropriate customer experience (CX) during pre-sales and program delivery, is a creative problem solver who proposes standardized implementation and Services solutions and is an advocate who provides high level personalized service on assigned accounts that benefits both Pearson and the customer. When they engage, they drive trust, respect, loyalty, usage and referrals.
Provides Functional Solution Expertise
Responsible for functional and technical expertise regarding interoperability capabilities such as delivery models; surfaces a shared vision of the appropriate end to end customer experience across the administration, partners, and Pearson teams.
Works collaboratively with the Executive Account Director to recommend courses for inclusion in Inclusive Access model based on functional fit
Creates Functional Scope & Gathers Requirements
Responsible for the functional due diligence to deliver the transition to an enterprise business model, definition of use cases and outcomes and the identification of the Implementation Path.
Conducts functional scoping, gathering functional requirements and expected outcomes from the Customer and/or 3PP.
Determines if a how the deal will be operationalized, securing necessary approvals for requested SLRs, SLAs and functional solutions.
Documents and secures approval of the Implementation Path before P&L or contract approval.
Reviews customer agreements before signature and provides recommendations to Regional Director (who approves as part of chain of authority).
Manages the End to End Implementation Activities Across Teams
Creates a transition strategy into new business and delivery models for the strategic account.
Facilitates Launch and Term Update calls.
Sets expectations about CX outcomes and manages decision making to drive end to end CX success.
Ensures customer and Pearson stakeholders have clear visibility and timely access to functional requirements, commitments and risks; develops functional contingency plans.
Responsible for communicating the implementation status to C Suite/DSuite/Pearson/3PP teams; drives all functional decision making and approvals
Responsible for set up activities including translation/submission of functional requirements into Pearson and Third-Party teams and systems.
Oversees the timely handoffs between teams and updating of data necessary for a successful implementation
Responsible for presenting the implementation at SIRT, communicating risks to their Regional Director and Executive Account Director and managing all follow ups and risks through resolution.
Responsible for getting functional sign off on the implementation from Pearson, customer and 3PP stakeholders.
Manages Post Implementation Service Delivery & Planning
Pearson’s liaison to C Suite and D Suite for Services escalation support throughout the semester; ensures sensitive customer issues are resolved quickly.
Monitors the health of the CX for assigned accounts throughout the term
Create an abbreviated Service Plan for specific accounts that measures the value that Professional Services offerings are bringing to bear across the ecosystem. Includes continuous service and implementation delivery improvements and is reviewed with key stakeholders regularly.
The anticipated starting beginning salary range for Colorado-based candidates expressing interest in this position is $75K. This position is eligible to participate in an annual incentive program.
Benefits available to eligible employees can be seen at: https://pearsonbenefitsus.com/
Ability to work remotely
Bachelor's Degree or higher
3-5 years experience in a customer facing role, serving as a customer liaison with internal teams
Proven track record of influencing towards shared expectations and outcomes
Experience managing enterprise projects and coordinating deliverables
Experience with mapping requirements to standard solutions, and managing customer expectations
End to end customer set up experience with a general understanding of holistic program design & innerworkings
Excellent verbal , written and presentation skills and with ability to integrate data to support recommendations.
Proven ability to build relationship trust and loyalty
Must be able to travel up to 35% of the time
Desirable Qualifications & Experience
3-5 years experience in business analysis/ requirements gathering in either the Higher Education, Healthcare or Insurance industries
Deep knowledge of what needs to be set in place for Inclusive Access to be operational for a customer
Understanding of access channels, integrations and operational set up processes
Strong critical thinking skills that connect decisions to outcomes, surface scalable process solutions, including workarounds and contingency plans
Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.
Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here: http://www.pearson.com/careers/diversity-and-inclusion.html
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided based on qualifications, merit, and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.
Organization: Higher Education
Req ID: 2396