Customer Success Specialist-Digital Touch

Customer Success Specialist-Digital Touch - ( 2107984 )

Description

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 24,000 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.

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.

Position Summary

As the Customer Success Specialist -- Digital Touch, you’ll understand customers and drive success through the digital experience. You'll be responsible for using technology to partner with customers through onboarding and usage of their chosen Pearson solutions. To accomplish this, you’ll work collaboratively with cross-functional teams to understand industry trends, business priorities, competitive advantage, and product capabilities to create 1:many engagement strategies and training plans. These strategies create world-class experiences for the different types of customers and how they use their Pearson products. These products include MyLab, Mastering, and Revel, as well as learning applications and tools.

As a core member of the Customer Success team, you will be expected to use data to understand our customers and monitor success, plus use that data to drive new opportunities and problem solve. You’re the advisor of all things digital and using technology to drive customer success at scale. 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.

Qualifications

KNOWLEDGE AND EXPERIENCE

• Bachelor’s degree or comparable job experience required
• 5 years of customer-facing experience in marketing, professional services, customer enablement, training, or program management.
• 3 years of direct experience working with Pearson digital products.

SKILLS/KNOWLEDGE/ABILITIES

• Functional knowledge of Pearson’s MyLab, Mastering and Revel.
• Experience building or implementing 1:many programs through technology.
• Strong communication, enablement, and program management skills.
• Proficient with Microsoft Office Suite, Salesforce, Tableau, Marketing Cloud, and data analytics.
• Strong strategic and critical thinking skills and problem solving.
• Excellent verbal, written, and presentation skills.
• Ability to create strategies and plans focused on the customer perspective and benefit.
• A natural ability to establish credibility and rapport. Documented experience building influence across multiple teams.
• Ability to work within a dynamic and changing environment and must be prepared to take on special projects.

PRIMARY RESPONSIBILITIES

• Build the digital program across the customer journey for Revel, Mastering, and MyLab, as well as learning tools and applications such as Live Response, Writing Solutions, Smarthinking, etc.
• Develop 1:many communication and resource strategies to drive instructor onboarding, engagement, product usage, and deliver renewals appropriate to the different types of instructors and their account type.
• Develop digital communication and training programs that support the customer success milestones and drive value for new and existing customers.
• Work collaboratively with cross functional teams (Sales, Services, Marketing, Product, Support) to ensure you have the right alignment of the digital program to support this engagement strategy at scale.
• Monitor customer engagement success through usage, reporting, and analytics. Identify at-risk customers and recommend appropriate intervention, or changes to communications and resources.
• Forecast changes to digital program based on business growth, mitigate risk, and support renewal growth strategies.
• Leverage data insights to manage progress, performance, and program improvement.

Individuals expressing interest in this position can expect a starting salary range of $68,000-$75,000, and are eligible to participate in an annual incentive plan. Benefits available to eligible employees include medical, dental, and vision coverage, plus 401(k) planning, stock options, and much more. You can see details at: https://pearsonbenefitsus.com/

Primary Location : US-RE-Remote

Other Locations : US-AZ-Glendale, US-CA-Los Angeles, US-CO-Fort Collins

Work Locations :

US-Remote

Remote

Job : Sales

Organization : North America

Employee Status : Regular Employee

Job Type : Standard

Job Level : Individual Contributor

Shift : Day Job

Travel : No

Job Posting : Jun 21, 2021

Job Unposting : Ongoing

Schedule: : Full-time Regular

Req ID: 2107984