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Pearson Customer Success Representative in Boston, Massachusetts

Customer Success Representative


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.

Role Specifics:

The Customer Success Representative is a key member of the North America Services Organization, reporting to the Customer Success Manager. They are responsible for working across an assigned territory of higher education, government, and corporate accounts to ensure instructor success and overall satisfaction with Pearson’s digital products.

The Customer Success Representative is responsible for initiating High Touch Journeys with instructors for Pearson solutions and products, resulting in a positive experience and cultivating instructor confidence.

They evaluate customer needs to ensure instructors are on the appropriate customer journey to drive successful onboarding, digital access setup, orientation of the user experience, and preparation to manage student use.

The Customer Success Representative is also 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 Customer Success Journey.

They are expected to use reports and data to analyze, prioritize, and make decisions in regards to accounts in their territory. This includes taking action to onboard instructors well ahead of their term start and being able to understand and communicate account health.

The Customer Success Representative must be able to think critically. At times, they will need to adapt solutions to meet evolving customer strategy and specific territory requirements.

Attention to detail, empathy, and the ability to work in a fast-paced environment, handling large volume without sacrificing quality, are required to be successful in this position.

Position located on site in Boston, MA.



Bachelor’s Degree

Customer-facing personalized customer service, account management, or corporate training experience.


Critical thinking: Ability to assess, analyze, and take action independently.

Self-Motivation: Demonstrated drive to achieve beyond what is expected in a customer service, customer success, software, or higher education space

Technical proficiency: Experience applying technology in an educational or corporate setting and demonstrated ability to learn new technology quickly

Communication: Professional communication skills over various channels with internal and external stakeholders

Time Management: Ability to prioritize and handle multiple concurrent requests.

Interest in education and educational technology: Experience or curiosity about the development of traditional and technology-based intellectual property

Strong working knowledge of Microsoft Office applications

Experience with a Customer Relationship Management system, Salesforce, and screen sharing software desired

Background with online education and Learning Management Systems a plus.

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.

Primary Location: US-MA-Boston

Work Locations: US-MA-Boston-501 Boylston 501 Boylston St Boston 02116

Job: Customer Service

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Aug 12, 2019

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1906780

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.