Customer Success Manager

About the role: We are currently looking for a Customer Success Manager to join our team. As an Customer Success Manager, you will be responsible for Understand product functionality, features, and best practices across all Pearson HED digital products. Guide customers through the onboarding training ensuring they understand the product features and how to use them effectively.

Our team: Higher Education - The Higher Education division provides quality courseware and innovative digital learning solutions that support learners and educators in the tertiary sector.

Our Purpose - Add Life to a Lifetime of Learning

As a Customer Success Manager, you’ll be responsible for:

• Understand product functionality, features, and best practices across all Pearson HED digital products.
• Guide customers through the onboarding training ensuring they understand the product features and how to use them effectively.
• Provide implementation and integration set up with institution LMSs.
• Provide ongoing strategic advice to customers, helping them align product use with their goals and maximize ROI.
• Analyse customer usage data to understand how they engage with the product, providing insights for improving their experience.
• Address customer inquiries and issues promptly, coordinating with tech support teams as needed to ensure swift resolutions.
• Monitor customer account health metrics, proactively identifying and addressing potential churn risks.
• Identify opportunities for upselling additional products or services and work with key account manager on renewals to drive revenue growth.
• Build and maintain strong, long-term relationships with customers, together with key account manager, serving as their main point of contact.
• Gather feedback and insights from customers to drive product and service improvements.
• Provide digital training to sales team and channel partners.
  
  

To be successful in this role, you will ideally have:

• Bachelor degree or higher level of tertiary qualification.
• 3 or more years of working experience in teaching, training, technical support and customer success.
• Experience in the Education market, with knowledge of educational software (preferrable).
• Experience in Learning Management System integrations (preferrable).
• Basic experience in digital courseware troubleshooting.
• Excellent problem-solving and decision-making skills.
• Strong project management skills.
• Excellent verbal, written and presentation skills.
• Ability to travel.
  
  

Benefits

• Bonus leave day, to invest in your learning as well as volunteer day to give back to the community
• Flexible hybrid working
  
  

Flexible working: We are committed to hybrid working practices and has adopted flexible remote and virtual working. Where possible our employees can choose to manage their attendance to the office more flexibly.

If you are as passionate as we are about changing lives through learning, then help us to learn more about you and why you want to work with Pearson. Click ‘Apply Now’ to create your application online.

1110264

Job: Customer Success

Job Family: SALES

Organization: Higher Education

Schedule: FULL_TIME

Req ID: 18083