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Pearson Customer Success Manager in Hoboken, New Jersey

Customer Success Manager

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 Associates. This is an opportunity for an analytical, outcome oriented, and customer focused leader. They will lead a team of Customer Success Associates to achieve annual retention and up-usage goals across a 3 million subscription base of National Accounts.

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. 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 Associates who are highly competent with Pearson digital solutions, distribution, access and delivery models. They must be adept at working with data and reports and experienced working in a matrixed environment with sales, operations, customer support and product teams.

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 Associates are trained and skilled to deliver quality engagements.

Qualifications

ESSENTIAL SKILLS & EXPERIENCES

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

  • 1 – 3 years of experience in a Product, Marketing, Account Management and/or Customer Success function achieving revenue/usage growth, market share/expansion and base retention year over year.

  • Experience working a subscription-based SaaS model implementing digital solutions, driving usage and increasing time to value while aligned to various service level offers and customer expectations.

  • Analytical mindset to inform dashboard views that leverage data to make decisions on customer engagement strategies at scale.

  • Great ability to gather first-hand customer insights and use it for improvements to products and Services.

  • Demonstrates capability to set individual goals and measure collective impact from automation to people led experiences complimenting the customer journey.

  • Possesses technical knowledge of transactions through 3rd party delivery models, API and LTI integrations, and data compliance/security needs.

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

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

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 21, 2020

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 2010835

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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