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Pearson Customer Success Manager -Emerging Accounts Team in Hoboken, New Jersey

Customer Success Manager -Emerging Accounts Team

Description

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 Customer Success Organization drives instructor success with Pearson digital solutions. We equip instructors with the skills needed to derive the maximum value from their digital solution to improve teaching and learning outcomes. Through integrity, passion, drive, and constant improvement, we build highly effective teams who put the customer at the center of all that we do. 

SUMMARY:

The Director of Customer Success is seeking a Manager of Customer Success- Emerging Accounts Team. This is an opportunity for a driven, goal-oriented, high performing and customer focused leader. They will lead a team of Customer Success Representatives to achieve annual retention and up-usage goals on a 1.2 million subscription base. The Manager will set goals and report on progress to achieve them. They will inspire and coach to high performance and quality engagements that reduce churn, drive retention and expansion and result in industry leading NPS and CSAT scores. The Manager must be hands-on and engage regularly with customers, modeling the right behaviors and actions to drive usage, success and retention.

They will also be adept at navigating matrixed organizations and be able to forge strong partnerships with sales leaders, professional services, and product managers. The Manager must also be a dynamic change leader able to scale and mature their part of Customer Success and ensure they recruit, hire and develop Customer Success Reps who are highly competent with Pearson digital solutions, distribution, access and delivery models.

RESPONSIBILITIES:

  • Value Integrity – open and honest with self and others. Dependable and follows through on commitments. Chooses to do the right thing, even when it’s the harder thing. Accountable to self, colleagues and customers.

  • Value Passion – about Customer Success and strives to be an exemplar in the industry. Passionate about our customers and their ability to be successful teaching with our solutions; about the value that educators and learners can realize as they get deeper into our solutions. Values the positivity, dedication, energy, and commitment that passionate people bring to their work.  

  • Value Drive - pushes through resistance, working constantly towards our goals. Aims high, seeks better results, and works smart to ensure our customers are always getting value.   

  • Value Constant Improvement - embodies a growth mindset, a desire to embark on a continuous journey of improvement. Embraces the challenge of growth over the comfort of status quo. 

  • Build a high performing team that hits & achieves targets year over year.

  • Network, 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 positive and collaborative team culture with the customer firmly at the center.

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

  • Implement 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.

Potential for 30% Travel - CS Leadership Meetings, Product Meetings, National Sales Meetings, Campus Travel

Locations : Hoboken, NJ; Boston, MA; Columbus, OH; Denver, CO; Remote flexibility

Qualifications

ESSENTIAL SKILLS & EXPERIENCES

  • Bachelor’s degree from accredited institution required; Undergraduate course work in Computer Science or MIS preferred; Management course work or MBA desirable.

  • 3 - 5 years of experience in a Product, Account Management and/or Customer Success function achieving revenue/usage growth, market share/expansion and base retention year over year.

  • Proven track record of performance delivering an exceptional customer experience.

  • Competent with API and LTI integrations, working proficiency of networks and systems architecture.

  • Technical aptitude to navigate and understand the Ed Tech Ecosystem, PII security and privacy policy needs/questions.

  • Establishes and maintains strong, effective relationships with key customer contacts by meeting expectations and requirements - gaining their trust and respect from onboarding and throughout customer lifecycle.

  • Critical mindset that can make sense of complexities; gets clarity and applies critical thinking to work through change and ambiguity .

  • Leads with confidence and encouraged by direct dialogue, adversity and challenges.

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-NJ-Hoboken

Work Locations: US-NJ-Hoboken-221 River 221 River Street Hoboken 07030

Job: Sales

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Nov 20, 2020

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 2010834

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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