Customer Success Manager

Overview 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.
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.
Responsibilities 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 (Salesforce), 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.
Qualifications A Bachelor's degree or equivalent experience 2+ years' experience in a customer success or related client-facing

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