We are the world’s learning company 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.
The Customer Success Organization drives instructor success with Pearson digital solutions. We equip instructors with the skills needed to derive the maximum value from their digital solution to improve teaching and learning outcomes. Through integrity, passion, drive, and constant improvement, we build highly effective teams who put the customer at the center of all that we do.
The Director of Customer Success is seeking a Manager of Customer Success Associates. This is an opportunity for an analytical, outcome oriented, and customer focused leader. They will lead a team of Part-Time Customer Success Associates to achieve retention and market share growth while covering for open sales territories.
The Customer Success Manager will recruit, develop, and lead a team of Customer Success Associates to achieve or exceed their assignment goals by driving the expansion of customer success and revenue gains in line with Pearson growth strategies. The Manager will align with sales leadership to set goals and report on progress to achieve them. They will inspire and coach to high performance and quality engagements that create opportunity pipelines and drive faculty engagements to move business forward to customer commitments and renewals. The Manager must be hands-on and engage regularly with customers, modeling the right behaviors and actions to drive engagements, usage, success and retention. The Manager must also be a dynamic change leader able to scale and mature their part of Customer Success and ensure they hire new Part Time Customer Success Associates as needed who are highly competent to learn and drive Pearson digital solutions, distribution, access and delivery models. The work of the CSM will drive the maturity of Customer Success across Pearson HED and reinforce the ways of working between sales and services to support a scalable quality customer experience. They must be adept at working with data and reports and experienced working in a matrixed environment with sales, operations, customer service & support and product teams. 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.
ESSENTIAL SKILLS AND EXPERIENCES:
Bachelor’s degree from accredited institution or equivalent experience required; Management course work or MBA desirable.
5 years of experience in a Sales/Account Management, Marketing/Product, and/or Customer Success function achieving market share/expansion and revenue growth year over year.
Confidence to collaborate with peers and leadership teams to set projections and align on success metrics and KPIs to be measured and frequently reviewed.
Capability to set expectations for annual individual & team goals to drive learning, growth, accountability, performance and results.
Analytical mindset to leverage systems (i.e. Tableau and 1CRM reports) to prioritize customer engagements and growth potential across varying assignments and district/territory business plans.
Strong comprehension and articulation skills to define training needs and skills to be individually obtained to consistently deliver to assignment and HED growth expectations.
Insights to define and develop core competencies that guide professional development.
Leads with confidence and encouraged by direct dialogue, adversity and challenges.
Proven formal or informal people leadership – ability to lead and motivate a team.
Value Integrity – open and honest with self and others. Dependable and follows through on commitments. Chooses to do the right thing, even when it’s the harder thing. Accountable to self, colleagues and customers.
Value Passion – about Customer Success and strives to be an exemplar in the industry. Passionate about our customers and their ability to be successful teaching with our solutions; about the value that educators and learners can realize as they get deeper into our solutions. Values the positivity, dedication, energy, and commitment that passionate people bring to their work.
Value Drive - pushes through resistance, working constantly towards our goals. Aims high, seeks better results, and works smart to ensure our customers are always getting value.
Value Constant Improvement - embodies a growth mindset, a desire to embark on a continuous journey of improvement. Embraces the challenge of growth over the comfort of status quo.
Build a high performing team that hits & achieves assignment targets year over year.
Network, attract and retain Top Talent.
Coach and develop to high-performance; Ensure regular one-on-one performance assessment and development of direct reports; Manage team through goal-setting and annual review process on time and in scope with HR policy. Provide feedback and performance management discussions when needed.
Create a positive and collaborative team culture with the customer firmly at the center.
Ensure all team members are trained and skilled to deliver quality engagements.
Implement goal setting, and business planning.
Stay informed of Product roadmaps and release and implications to customer success; Inform roadmaps and releases with customer feedback as surfaced via customer success engagements.
Report monthly on people and progress to goals.
Potential for 30% Travel - CS Leadership Meetings, Product Meetings, National Sales Meetings
Locations : Hoboken, NJ; Boston, MA; Columbus, OH; Denver, CO; Remote flexibility
Primary Location : US-RE-Remote
Work Locations :
Job : Sales
Organization : North America
Employee Status : Regular Employee
Job Type : Standard
Job Level : Manager
Shift : Day Job
Job Posting : Sep 21, 2021
Job Unposting : Ongoing
Schedule: : Full-time Regular
Req ID: 2111943