Customer Success Manager

ABOUT THE ROLE: Pearson is looking for a Customer Success Manager with experience, passion, and proven talent to join our Higher Education team.
As Customer Success Manager (CSM) you will support the Higher Education post-sales customer lifecycle, with a strategic focus on customer onboarding, adoption, retention, and advocacy.
You will be integral in building trusted relationships with educators, providing expert guidance and specialist technical training, and coordinating with internal teams to support the customers' strategic goals, and our business and commercial outcomes.
You are proactive, adaptable, results-driven, and customer-centric, with a desire to make a lasting and measurable impact.
OUR TEAM: Higher Education - The Higher Education division provides quality courseware and innovative digital learning solutions that support learners and educators in the higher education sector.
Reporting to the Director, Sales and Customer Success, the Customer Success Manager is part of a small, dedicated Customer Success team.
You will work across an assigned territory of Higher Education accounts to ensure educator success and satisfaction with Pearson's innovative digital platforms, content and services.
As Customer Success Manager (CSM), you will: Have a passion for higher education, lifelong learning and Pearson's mission.
Act as a trusted advisor for Pearson, being an expert in our product portfolio, leading with digital and online learning technologies.
Engage, maintain and build trusted relationships with key university stakeholders, such as lecturers, academics, faculty staff, and teaching and learning staff.
Build territory knowledge, ensuring alignment of Pearson products with customer goals, academic programs and strategic outcomes.
Understand product functionality, features, and best practices across all Pearson HED digital products.
Excel in project management and prioritization, with the capacity to manage multiple customers, think ahead and solve problems.
Provide implementation and integration set up with the institution's LMS and IT stakeholders.
Proactively onboard, engage and support our customers, primarily university lecturers, through all phases of the customer journey.
Develop and execute customer success strategies, using an engagement model and customer milestones, to drive product adoption and maximize customer value.
Provide ongoing specialist digital training and strategic advice to customers, helping them align product use with their goals and maximize ROI.
Manage and maintain customer data to ensure Smartsheet and CRM data integrity (Sales Force), and OKR tracking visibility.
Ability to analyze customer usage data and trends to understand product engagement, and insights for improving customer experience.
Ability to analyze customer data, and usage trends for strategic and commercial success.
Address customer inquiries and issues promptly, coordinating with tech support teams as needed to ensure swift resolutions.
Collaborate with internal teams to address customer feedback, resolve issues, and ensure the smooth delivery of products and services Monitor customer health metrics, success KPIs, opportunities, risks, ensuring alignment with leadership and business goals, and performance OKRs.
Ensure high customer retention and satisfaction NPS levels by delivering exceptional service and support.
Identify opportunities for upselling additional products or services and work with sales on renewals to drive revenue growth.
Gather feedback and insights from customers to drive product and service improvements.
Contribute to success Playbooks, and resources to drive business improvement initiatives and optimize results.
Collaborate closely with Sales to ensure strategic alignment, and prioritization, across activities that support customer adoption, retention, expansion and advocacy.
Collaborate internally with Sales, Sales Operations, Customer Service, Marketing and Product on key initiatives, campaigns, feedback and reporting requirements.
Provide digital training as required to internal and external stakeholders.
Maintain knowledge of industry trends, Higher Education market insights, and competition.
CANDIDATE PROFILE: To be successful in this role, you will ideally have: A Bachelor's degree or equivalent experience 2+ years' experience in a customer success or related client-facing account management role.
Experience with education market, educational software and Learning Management Systems (LMS) Teaching or training experience in the higher education or education technology sector is highly regarded.
Savvy with digital technologies, with the ability to train, support and present to customers effectively.
Excellent interpersonal and communication skills, with the ability to build and maintain customer relationships and work cross functionally.
Excellent problem solving and critical thinking skills, with a customer mindset and a proactive and accountable approach.
Ability to organize, prioritize, complete activities and meet deadlines daily.
Champion a growth mindset, with adaptability for evolving business priorities.
Proficiency in learning or digital technologies, including Windows, MS Office, and experience leveraging CRM systems (Salesforce), or Smartsheet to drive efficiency and effectiveness.
The role is Sydney-based, managing a diverse territory encompassing Universities and higher education providers in New South Wales.
This role is primarily remote but, at times hybrid, requiring flexibility for strategic campus visits at key points in the academic calendar, or office meetings.
Flexibility to occasionally attend global meetings, training, kick-offs as well as other business-related meetings, outside of office hours.
There may be interstate or overseas conference travel.
Driver's license and vehicle is required BENEFITS: Bonus leave day, to invest in your learning Volunteer days to give back to the community Flexible hybrid working WHO WE ARE: At Pearson, our purpose is simple: to help people realize the life they imagine through learning.
We believe that every learning opportunity is a chance for a personal breakthrough.
We are the world's lifelong learning company.
For us, learning isn't just what we do.
It's who we are.
Who we are: At Pearson, our purpose is simple: to help people realize the life they imagine through learning.
We believe that every learning opportunity is a chance for a personal breakthrough.
We are the world's lifelong learning company.
For us, learning isn't just what we do.
It's who we are.
To learn more: We are Pearson.
Pearson is an Equal Opportunity Employer and a member of E-Verify.
Employment decisions are based on qualifications, merit and business need.
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 actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
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 Job: Customer SuccessJob Family: GO_TO_MARKET Organization: Higher Education Schedule: FULL_TIME Workplace Type: Hybrid Req ID: 20388 #J-18808-Ljbffr

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