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Pearson Manager Customer Success in Centennial, Colorado

Manager Customer Success

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.

The Customer Success Manager is a key member of the Customer Success leadership team, reporting to the Director of Customer Success, and a key role within the Pearson North America Services Organization. They will manage a team of Customer Success Reps who ensure instructor success and overall satisfaction with Pearson digital products.

The team is tasked with instructor onboarding across a large N.A. account base, ensuring our instructor customers are setup with the right Pearson digital access, oriented the digital user experience, and prepared to manage the experience of onboarding their students. With dozens of Pearson digital products, integrating with numerous Learning Management Systems, the work around onboarding can be complicated, so it’s imperative that we help instructors and make a positive impression in this early stage of their relationships with us.

The team is also responsible for equipping instructors with the necessary skills, information, and on-going training and assistance they need to maximize the impact of our digital product(s) in their course each term.

The Customer Success Manager will attract, hire, onboard, develop and retain top talent. They will ensure a high performing culture and lead the team to achieve all goals and success metrics, both business impact (Revenue; Registration goals) and customer impact (NPS; CSAT scores).

RESPONSIBILITIES:

Attract and retain top-talent.

Coach and develop to high-performance; Ensure regular one-on-one performance assessment and development of direct reports; Manage team through goal-setting and annual review process on time and in scope with HR policy.

Create a tight and collaborative team culture with the customer firmly at the center.

Ensure Customer Success Reps are trained and skilled to deliver quality engagements.

Contribute to staffing and territory alignment plans, goal setting, and business planning.

Stay informed of Product roadmaps and release and implications to customer success; Inform roadmaps and releases with customer feedback as surfaced via customer success engagements.

Report monthly on people and progress to goals.

Qualifications

Bachelor’s degree from accredited institution required; management course work or MBA desirable.

At least 2 years of exceptional performance in a training, customer success/service, or account management role.

Highly self motivated, performance driven individual.

Experience working across teams to complete goals.

Experience with integrating products with LMS preferred.

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-CO-Centennial

Work Locations: US-CO-Centennial-2154 East Commons 2154 East Commons Avenue Centennial 80122

Job: Sales

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Aug 31, 2019

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1908598

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.

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