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Pearson Customer Success Manager in Australia

Our purpose: At Pearson we ‘add life to a lifetime of learning’ so everyone can realise the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. Pearson purpose

Our company: Pearson was founded in 1844 and has been built on our ability to grow with and adapt to a constantly evolving market. Our 20,000+ employees are dedicated to creating the high-quality, digital-first, accessible and sustainable resources for lifelong learning.

Diversity: At Pearson we value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced as strengths and opportunities are equal and accessible.

Flexible working: Pearson is committed to hybrid working practices and has adopted flexible remote and virtual working. Where possible our employees can choose to manage their attendance to the office more flexibly.

The team: Our Customer Success team is a new and evolving function in our Higher Education business. The Customer Success team supports our customers to derive the greatest value from the Pearson products and services across key milestones in the customer journey, to achieve customer satisfaction and success. Our team pro-actively drives customer onboarding, adoption, retention, and advocacy activities in support of our institutional B2B customers. We are a team who are customer-centred and committed to ensuring positive customer experiences that enable our products to have the greatest impact.

The role: As the Customer Success Manager within our Higher Education team, you will be responsible for working across an assigned territory of higher education and tertiary sector accounts to ensure customer success and overall satisfaction with Pearson’s digital products and services. You will build strong relationships with our customers, provide support with technical implementation and onboarding, and drive product adoption, customer retention and advocacy.

  • Manage key B2B customer relationships within the Higher Education sector and provide strategic personalised post-sales technical expertise and training to our customers on the Pearson MyLab, Mastering, Revel and Smarthinking digital products and services.

  • Proactively engage and support our customers, primarily Higher Education lecturers, to maximise their use of the Pearson Learning technologies, through all phases of the customer success journey.

  • Prepare and present online webinar platform training and demonstrations to external customers (individual or group sessions), and at times internal stakeholders.

  • Strategically manage customer accounts and utilise reports, information, and data to analyse, understand and prioritise customers.

  • Collaborate effectively with sales colleagues and internal stakeholders to think critically, identify customer needs, trends and evolving educational strategies.

  • Acquire and maintain detailed knowledge of the digital products and services, to be a trusted customer advisor, to identify potential challenges, provide product feedback, and escalate any incidents to customer support.

  • Contribute and shape best-in class playbooks, onboarding and engagement process mapping, documentation, and guides to ensure consistency and standardisation.

To be successful in this role, you will ideally have:

  • 3+ years' experience in a customer success equivalent role

  • Prior experience in technical support of Higher Education customers

  • Technical proficiency and expertise with learning technologies, educational software, LMS (Learning Management System), SaaS (Software as a Service) and digital platforms.

  • Experience in online education, teaching, or training will also be highly regarded.

  • A relevant tertiary qualification will also be highly regarded.

  • Please include cover letter in your application

If you are as passionate as we are about changing lives through learning, then help us to learn more about you and why you want to work with Pearson. Click ‘Apply Now’ to create your application online.


Organization: Higher Education

Schedule: FULL_TIME

Req ID: 4778