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Pearson · 15 hours ago

Customer Success

Richmond, VA

Full-time

Hybrid

Mid Level

Pearson is the world’s leading learning company, and they are seeking a Success Partner to support the implementation of their K-12 school assessment solutions. The role involves developing tailored implementation strategies, guiding partners through onboarding, and nurturing partnerships to ensure successful product adoption and customer loyalty.

BooksDigital MediaEdTechEducationHigher Education

Responsibilities

Develop a tailored implementation strategy for each partner that integrates our “gold-standard” implementation milestones for each product with the account’s unique instructional, assessment, and technology priorities and ecosystem

Develop clear goals for the account’s implementation, and build shared investment in a healthy successful implementation, so that everyone knows what “success” looks like and you can guide the account through the year accordingly

Guide partners through roster data integrations, platform configurations, and compliance requirements for all products, so everything is set up just right!

Facilitate all onboarding activities prior to “go live” skillfully, communicating clearly and proactively with the account and cross-functionally inside of Pearson, enabling rapid completion of key adoption milestones

Leverage data systems and communication cadences to proactively monitor the health of your accounts, drive product adoption and value, reduce churn, and build brand loyalty

Engage accounts who are at risk or disengaged in recovery strategies to foster partnership, drive adoption, and improve overall account health

Travel up to 4 nights per month for onsite activity supporting key implementation milestones or conference attendance alongside your accounts

Partner closely with cross-functional teams within Pearson School Assessment, including Product, Technology, Marketing, Sales, Professional Development, and Support to ensure a seamless customer journey

Value cross-functional collaboration and actively contribute to multi-directional feedback loops that strengthen our business and the customer experience

Skillfully connect product usage and impact data into actionable insights with a meaningful story for partners, grounded in their implementation goals and strategy

Operate with a focus on systems and scalability that optimize the customer experience, business efficiency, and industry leadership

Qualification

K-12 education experiencePALS product knowledgeData analysis skillsSalesforce familiarityMicrosoft O365 SuiteCustomer Success experienceRelationship buildingCommunication skillsTime managementAttention to detailAdaptability