Senior Manager Customer Success

Join Pearson's Higher Education team as the Head of Customer Success , a key role leading primarily the post-sales support functions. This position is more than a job; it's a chance to significantly impact Pearson's success and your career growth.

In this dynamic role, you'll lead Customer Success which includes proactive and reactive post-sales support. The Customer Success team exists to ensure customer satisfaction and loyalty, the impactful implementation of solutions, the identification of cross and up-sell opportunities and ongoing revenue streams through maximized retention rates. You will need to understand the academic publishing market, source competitive intelligence, and be an expert on how to coach and lead your team to drive strong retention and high customer satisfaction. Defining and measuring key performance metrics and ensuring organizational alignment and operational success will be critical in this role.

Reporting to the Head of Sales, you'll be a major part of Pearson’s transformative journey. This is an opportunity to lead and inspire change, shaping the future of education with Pearson. Join us in this impactful leadership role.

Responsibilities:

• Drive Customer Success Outcomes

• Increase renewal rates and reduce churn

• Support driving new business opportunities by making the onboarding process simple for the customer

• Influence future lifetime value through feature adoption, customer satisfaction and overall health scores

• Deliver learning and development opportunities to support our products & customer loyalty

• Manage Customer Success Activities

• Onboarding

• Training

• Customer Support

• Customer Success Management

• Renewals

• Measure Effectiveness of Customer Success

• Define operational metrics for team

• Establish system for tracking metrics

• Create cadence for review within team

• Expose subset of metrics to leadership team

• Define segmentation of customer base and varying strategies

• Optimize Customer Lifecycle

• Identify opportunities for continuous improvement

• Learn from best practices in industry

• Lead World-class Customer Success Team

• Attract and retain high potential individual contributors and leaders

• Foster collaboration within team and across customer lifecycle

• Encourage continuous learning within team

Required Experience/Skills:

• A proven track-record of strong leadership, with experience creating a performance culture of exceptional service, quality growth, and staff development

• Post Secondary Education, or equivalent experience

• Minimum 3 years of successful experience leading Customer Success / Account Management/ Sales/Customer Facing Teams

• Effective leader, coach, motivator, and mentor

• Passionate collaborator who can prioritize, plan, and deliver positive outcomes

• Ability to multitask and manage competing priorities

• Highly organized, attentive to detail, self-motivated, innovative, and committed to quality work

• Manage with influence through persuasion, negotiation, and consensus building

• Strong interpersonal and emotional intelligence skills

• Analytical and process-oriented mindset with excellent data analysis skills

• Demonstrate desire for continuous learning and improvement

• Enthusiastic and creative leader with the ability to inspire others

• Excellent communication and presentation skills

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are 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. We strive for a workforce that reflects the diversity of our communities.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: SALES

Organization: Higher Education

Schedule: FULL_TIME

Workplace Type: Remote

Req ID: 18772