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Job Information

Pearson Associate Account Manager, Account Services in Nashville, Tennessee

Our Role

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.

Our Scope

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

Position

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.

The Associate Account Manager manages a portfolio of straight forward, non-complex, accounts across a range of products and customer segments. They focus on the health of our implementations and service capabilities all geared towards helping our clients achieve their business goals. This role is also an ancillary point of contact for third party partners and Pearson internal teams, driving progress on assigned client tasks. The Associate Account Manager is a tactical thinker who assists throughout the customer lifecycle and is an influencer and creative problem solver who can get things done.

Key Responsibilities

Scoping & Requirements Gathering (20%)

  • Engages early Pre-sales with assigned Sales Executive and scopes operational solutioning for Pearson capabilities.

  • Prepares and maintains an Implementation Path that outlines the User Experience (UX).

  • Facilitates the implementation of the UX for the Administration, students and faculty, guiding the Administration through the mechanics of Pearson’s standard experiences and securing agreement on expected outcomes for the target term start.

  • Confirms scope, business requirements and expected outcomes relative to the population that will be leveraging the UX, including number of courses, term start date, enrollment projections, delivery and product model, content selection, add/drop period, opt in/out needs, LMS integration requirements, faculty training and readiness, communications, reporting, billing and outcomes research.

Implementation Management (30%)

  • Ensures customer and Pearson stakeholders have clear visibility and timely access to needs, commitments and risks (including contingency plans).

  • Tracks and documents all decisions, follow ups and risks, managing risks to closure or through escalation for accounts for which they are assigned as the lead.

  • Responsible for all set up activities including the translation of the UX to Pearson stakeholders.

  • Responsible for list management for Enterprise implementations - understanding the products in use for potential courses, translating that into products available for implementations, the identification of gaps, and suggested solutions to meet the needs of the arrangement

Service Delivery & Renewals (50%)

  • Responsible for providing escalation support for Administration stakeholders throughout the semester, working with both Pearson and external stakeholders to resolve critical and sensitive customer issues.

  • Monitor Statement of Work engagements, negotiate with customers regarding future purchases, and secure renewal(s) of Statement of Work.

  • Monitors and reports on the health of the customer experience through a history of engagement narrative for assigned accounts which surfaces a view of progress, challenges and action plans reviewed with key stakeholders regularly.

  • Manages existing Pearson Enterprise commitments post sales (for assigned accounts) to ensure Pearson is keeping its contractual commitments. This could include both Print and Digital solutions across different products and/ or platforms.

The anticipated starting beginning salary for Colorado-based candidates expressing interest in this position is $55K-$59K. This position is eligible to participate in an annual incentive program.

Benefits available to eligible employees can be seen at: https://pearsonbenefitsus.com/

Qualifications/ Attributes

  • Bachelor's Degree or higher

  • 3-5 years experience directly managing customers (in a customer facing role) and serving as a customer liaison with internal teams with a proven track record of influencing towards shared expectations and outcomes

  • Demonstrated knowledge of how the Enterprise sales models work

  • Understanding of access channels, integrations and operational set up processes

  • End to end customer set up experience with a general understanding of holistic program design & innerworkings

  • Experience managing expectations and coordinating deliverables across both internal and external stakeholders and influencing teams to resolve issues that impede progress

  • Experience with mapping requirements to standard solutions before customization, and managing the customer expectation of outcomes throughout an engagement

  • Strong critical thinking skills that connect decisions to outcomes, surface scalable process solutions, including workarounds and contingency plans

  • Problem solver, deliberate

  • Experience with using data to support decision making

  • Excellent verbal and written communication skills coupled with an ability to effectively present information, insights and stories guided by facts

  • Appreciates the need to adhere to a best practice or procedure but also surface exceptions and drive process improvement

  • Ability to quickly establish a rapport with internal/external customers

  • Adaptable and quick on their feet

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.

Job: SALES

Organization: Higher Education

Schedule: FULL_TIME

Req ID: 2373

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