Specialist, Enterprise Customer Success (East Coast)

Description

The Enterprise Customer Success Rep (ECS) is a key member of the North America Sales Organization, reporting to the Team Manager for Online Adult and Career Education. They are responsible for working across an assigned territory partnering with our Client Partners on our OACE team to ensure sales growth, customer success, and overall satisfaction with Pearson's portfolio. The ECS is responsible for sales solutioning and growth, customer product support and implementation, products training, database and delivery management resulting in a positive experience and cultivating instructor confidence.

The ECS role is 100% remote and partners with individuals in finance, sales operations, and product to provide the best possible support for customers. The ECS is for a person who has strong execution skills and is particularly detail oriented, while being customer centric. This is a high impact role that helps catalyze growth across the portfolio by continuously researching, learning, and engaging with all key institutional stakeholders involved in their enterprise level accounts.

Accountabilities

• Evaluates customer needs while connecting them to appropriate Pearson solutions. The ECS must deliver high impact demonstrations of Pearson courseware products.
• Ensures successful customer onboarding, digital access setup, orientation of the user experience, and correct student usage of Pearson products.
• Responsible for driving instructor success with the necessary skills, information, and on-going training and assistance. They need to maximize the impact of our digital product(s) in their course each term, as part of the instructor onboarding.
• Utilizes reports and data to analyze, grow market share, and prioritize and make decisions impacting accounts in their territory.
• Thinks critically to adapt solutions to meet evolving customer strategy and specific territory requirements.
• Detail oriented, has empathy, and the ability to work in a fast-paced environment, handling large customers without sacrificing quality. These are keys to being successful in this position.
• Collaborates with internal stake holders (Services, Marketing, and Account Management) to monitor sales growth and scale quality assurance.

Capabilities

• Communicates effectively across the team on account health and provide action plans to generate renewals for high-risk accounts in partnership with sales leaders.
• Engages as a positive, can-do team member in a high functioning sales team
• Builds relationships with instructors across adoptions, identifying those that are particularly happy for case studies and other promotional activities
• Team player, collaborate with cross functional teams

Qualifications

• Developing and Leveraging Relationships
• Communication and Collaboration
• Customer Centric
• Analytical Skill and Learning Agility
• Delivery of Results
• Accountability
• Aligning Performance for Success
• Change Management Capability
• Emotional Intelligence & Awareness

REQUIRED EXPERIENCE:

• Bachelor's Degree or equivalent experience
• Customer-facing personalized customer success, customer service, account management, or corporate training experience.
• Must have experiences in one of the following: Edtech, Customer Success, HigherEd, Sales

Compensation at Pearson is influenced by factors including skill set, experience, and location.

The full-time salary range for this role is $55,000 - $70,000.

This position is eligible for Pearson's annual incentive program. Information on benefits can be found here.

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 Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. 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 actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

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.

Job: Customer Success

Job Family: GO_TO_MARKET

Organization: Higher Education

Schedule: FULL_TIME

Workplace Type: Remote

Req ID: 25099

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