Manager, Customer Success Technology Operations

About the Role

We are looking for a proven strategic leader with experience working in a customer service and support organization. In this role, you will report to the Senior Director of Sales Operations as an individual contributor, collaborator and influencer across teams. Sales Operations helps our Sales and Customer Success Organization retain business and continue to win new business. You will work closely with the Customer Success team and with our Salesforce platform team to enable the needs of an evolving Customer Success business. A variety of enterprise tools and solutions are used to support the customer experience. You will closely collaborate with cross-functional stakeholders to plan and manage our technology roadmap. Additional duties/oversight for tools may be assigned to drive excellence in our business outcomes.

Primary role responsibilities :

Collaborate with leadership in setting business goals, agendas, and vision. Then lead and execute on key strategic projects and change initiatives.

Own the technology used by our Customer Success team. Drive the strategy, roadmap, and execution of continuous improvement to the tech stack. High focus on Salesforce ServiceCloud.

Initiate and successfully executeprojects that support change, innovation and continuous improvement using our enterprise technology.

Collaborate with cross-functional leaders to maintain a view of issues that affect the customer experience. Integrate customer feedback into product development to refine technology and processes.

Partner with the Salesforce Platform Team to develop and implement plans that improve operational efficiency with process and technology.

Identify gaps/opportunities and explore new technology that may be required to support the business and solve challenges efficiently

Accountabilities:

Collaborating with business stakeholders to identify and pursue the right projects to support customers and drive revenue growth.

Developing a technology roadmap and delivering the roadmap within budget.

Partnering with technology stakeholders to define projects and bring them to fruition.

Owning projects from end-to-end: creating business requirements, assisting in development, testing, and transferring knowledge to enablement teams.

Learning continuously about technologies related to the Customer Experience.

Capabilities:

Initiative-taking and self-directed

Determined and has a desire to achieve results- takes everything one step further

Enthusiasm for problem solving and driving good business outcomes

Optimism and positive energy

Accountable, aligns to strategic business goals

Proactive, addresses things before they become issues

Change and Learning agility – adaptable with aptitude for learning new technologies and skills

Strong written, oral, and presentational communication skills

Highly organized with ability to prioritize tasks and meet deadlines

Qualifications:

Subject matter expertise in Customer Service operations, with the ability to demonstrate understanding of how to implement solutions to meet business needs.

Proven track record of implementing new technology, process, and support models in a customer service environment.

Salesforce certification with experience managing ServiceCloud

Must have: prior experience with customer success technologies such as Gainsight, IVR, telephony. Experience deploying and managing AI technologies such as ChatBots.

Nice to have: prior experience with other technologies such as Quantum Metric, ObserveAI, Qelp Screenmeet, Zingtree.

Strong stakeholder management skills. Track record of building and maintaining productive relationships with all levels of internal and external partners.

Project management capabilities applying knowledge, tools, techniques and organizational skills to structure and rank priority tasks to meet strict deadlines and achieve goals.

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State and New York City laws, the pay range for this position is as follows:

The minimum full-time salary range is between $100,000 - $110,000.

This position is eligible to participate in an annual incentive program, and information on benefits offered is here.

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

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.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

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: 17082