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Pearson Digital Customer Success Specialist in North York, Ontario

Digital Customer Success Specialist

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.

Pearson Canada's School Division is currently recruiting for a Digital Customer Success Specialist.

The Digital Customer Success Specialist (DCSS) will report to the Director, Digital Solutions and will work cross-functionally with the Director, Marketing and Regional Sales Managers. The responsibilities of the DCSS are broad and the position is necessarily flexible. The DCSS is accountable for understanding, supporting and communicating customer needs and experiences related to the use of key Pearson K12 Digital products and for providing direct implementation support and product information to key customers as needed.

Major Responsibilities Include:

  • Ensuring positive user experience of K12 Digital Products.

  • Contributing to the evolution of the K12 Digital Strategy, with an immediate focus on Math and Literacy.

  • Providing feedback that will influence the development and renewal of digital products.

  • Identifying potential service, cross-sell, and cross-discipline development opportunities.

  • Supporting the sales & marketing teams both pre- and post-sales.

  • Plan and execute timely deployment of customer success campaigns including research projects to assess customer needs, user engagement, and satisfaction with existing products.

  • Analyze customer responses and recommend action based on research results to identify product and service development requirements, drive use and engagement, and identify up-sell/cross-sell opportunities with current customers.

  • Directly support customers via delivery of digital product presentations (pre-sale and post-sale), supporting the setup and management of digital pilots, and assisting in customer research projects.

  • Provide customer facing services for Pearson Canada’s portfolio of K-12 digital products, as required and defined via customer interactions.

Qualifications

Required Knowledge and Experience:

  • Post-secondary degree or diploma OR appropriate combination of education and experience

  • Experience in customer-facing role, with emphases on market research, customer satisfaction and support.

  • Experience in the K12 market; knowledge of all stake-holder needs and behaviours

  • Specific understanding of use of digital resources in the K12 market, ranging from customer needs served to technical requirements

  • Skilled at relationship-building, problem-solving, communication, time-management, prioritizing.

  • Communicates clearly with multiple constituents in a collaborative cross-functional environment.

  • Ability to work both independently and collaboratively.

  • Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously and operate in a demanding work environment is important.

  • Reliable attendance and punctuality are critical to successful performance in this role.

Pearson Canada is committed to providing accommodation for persons with disabilities. If you require accommodation, we will work with you to meet your needs.

Primary Location: CA-ON-North York

Work Locations: CA-Don Mills-26 Prince Andrew 26 Prince Andrew Place Don Mills North York M3C 2H4

Job: Technology

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Job Posting: Feb 13, 2020

Job Unposting: Feb 27, 2020

Schedule: Full-time Regular

Req ID: 2001867

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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