Pearson Learning Solutions Associate in Richmond, Virginia
Learning Solutions Associate - ( 2110246 )
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. 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. With more than 20,000 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. In everything we do, we aspire to be brave, imaginative, decent, and accountable.
We value diversity, equity and inclusion. We value the power of an inclusive culture and a strong sense of belonging. We seek to infuse diversity and inclusion in everything we do while promoting a culture where differences are embraced as strengths; opportunities are equal and accessible; consideration and respect are the norm; and all team members are supported in reaching their full potential.
Working from home as the Learning Solutions Associate, you will report to the Director of Strategy and Operations for Customer Success. In this role, you will consult with our Higher Ed faculty customers, administrators, bookstores, and 3rd party partners, and with internal stakeholders including sales, production, inventory, and the rights & permissions teams to solution customized eTexts and customized print textbooks as requested by our higher education customers throughout the United States and Canada to be used in their college courses. You will be responsible for shepherding custom eText projects and custom printed textbooks from conception through to delivery, capturing project specifications, entering work orders, and ensuring the projects are processed and delivered in time for the start of classes. You will maintain tracking of projects and provide regular updates and reports on project statuses and customer satisfaction. You will surface and troubleshoot any inventory, capacity, or shipping and fulfillment issues that could impact the customer experience. You will identify opportunities for process improvements to ensure customer success and retention. You will be expected to provide a high level of professionalism and customer service to customers, and be a trusted and transparent partner to internal teams.
You will partner with sales and services teams and consult with higher ed faculty customers and administrators to understand course objectives and learning outcomes to conceive customized eText and custom print textbook opportunities.
You will translate opportunities to projects that you will oversee from conception through to fulfillment and delivery.
You will evaluate projects for scope and feasibility.
You will ensure accurate scoping, costing and pricing of the projects, including understanding and vetting appropriate source content, original material, and 3rd party content to assess rights & permissions and ensure royalties are appropriately applied.
You will refine requirements, schedule deliverables, and establish timelines for project submissions.
You will use Salesforce to create a custom project, enter a work order, and shepherd it through the process.
You will maintain tracking of project status and fulfillment and provide regular updates and reports on status and customer experience.
You will surface, troubleshoot, and resolve any inventory, capacity, or shipping and fulfillment issues that could impact the customer experience.
You will meet or exceed monthly and/or quarterly production and fulfillment goals as determined by leadership.
You will ensure accuracy of project specifications and cost estimates for alignment with profitability goals by managing pricing proposals against corporate guidelines.
You will liaise regularly with various internal teams, including but not limited to Inventory, Production, Sales, Source Content, Manufacturing, Procurement, and Rights & Permissions.
You will provide clear, timely, and appropriate written and verbal communication to all inquiries, both internal and external, displaying the appropriate sense of urgency and escalation paths when needed.
You will identify and surface opportunities for process improvements to ensure customer success and retention.
You will exhibit and maintain a high level of professionalism and customer service.
You will comply with all company policies, procedures, certifications, standards and ethics.
You will perform additional duties as assigned by the Director of Customer Success Strategy & Operations.
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.
You have an Associate’s degree or comparable experience in production editorial, sales support, sales operations, or project management functions.
You demonstrate strong time management skills.
You are highly proficient with Microsoft Office products.
Preferably, you have experience with Salesforce.
You have excellent organization, time management, prioritization, and list planning skills in a fast-paced environment.
You are digitally savvy and demonstrate aptitude for learning and implementing new technologies and processes.
You have a high aptitude for quality control and quality assurance.
You are highly capable of working independently within a dynamic and changing environment and are able and willing to take on special projects.
You excel in handling a high volume of work in a short period of time and can successfully juggle multiple priorities simultaneously.
You are able to sit or stand at a personal computer for a reasonable length of time typing and reading.
Pearson Customer Success is focused on providing a flexible work environment to its employees, including the ability to work from home on a regular basis in most positions. We believe that flexibility in work/life balance is a critical part of our culture and employee satisfaction, and we are proud to provide to our employees the ability to work from anywhere, anytime. In exchange, we require that employees have the appropriate means to work remotely, including adherence to our work at home policies regarding home office setup, including but not limited to privacy of records, technology standards, equipment standards and expectations.
COMPENSATION & BENEFITS
The anticipated starting salary range for Colorado-based individuals expressing interest in this position is $40,000-$50,000 annually. This position is eligible to participate in an annual incentive program.
Benefits available to eligible employees can be seen at: https://pearsonbenefitsus.com/
Primary Location : US-RE-Remote
Work Locations :
Job : Sales
Organization : North America
Employee Status : Regular Employee
Job Type : Standard
Job Level : Individual Contributor
Shift : Day Job
Job Posting : Jul 20, 2021
Job Unposting : Ongoing
Schedule: : Full-time Regular
Req ID: 2110246