Advanced Specialist, Customer Success

Pearson

About The Position

As the Advanced Specialist, Customer Success you will play a pivotal role in ensuring the successful day-to-day operations and school year execution for multiple Connections Academy schools which may be operating as standalone charters or as programs of existing charter schools. This role is highly execution-oriented and serves as a critical bridge between schools and PVS support teams. Your primary accountability is to provide hands-on operational support, coordinate and complete manual school operations tasks, and ensure school leaders and their teams are equipped to meet operational requirements throughout the school year cycle. Working closely with the assigned Lead Client Partner, Director of School Operations and account management team within a matrixed environment, you will act as a primary liaison between schools and PVS teams, translating school needs into actionable work and ensuring timely completion of operational tasks. You will support schools in navigating complex systems, processes, and changes, while driving consistency, accuracy, and operational excellence. With a strong focus on operational efficiency, customer experience, and change adoption, you will help schools execute required activities, resolve issues, and maintain alignment with organizational standards—ultimately enabling schools to focus on delivering high-quality learning experiences for students.

Requirements

Bachelor's degree in Education, Business or equivalent
Knowledge of Pearson Online Classroom is required.
Project management experience
Strong cross-functional coordination
Change enablement and continuous improvement process capabilities
Strong customer service experience and skills

Responsibilities

Provide direct, hands-on support to assigned schools in executing school year cycle activities, including completing and coordinating manual tasks within Pearson Online Classroom (POC) and related systems.
Serve as a primary liaison between schools and PVS teams to initiate, track, and complete operational requests such as enrollment-related support, data view modifications, configuration updates, and other system or process changes.
Monitor progress of operational requests and activities, proactively identifying risks, delays, or gaps, and implementing mitigation strategies.
Coordinate and, when needed, personally execute operational tasks that require manual intervention to ensure schools can successfully operate within required timelines.
Support the delivery, customization, and occasional facilitation of training resources for school leaders and staff to enable accurate execution of operational processes.
Ensure required school operations, policy, and process reviews are completed annually or as otherwise required.
Pearson Online Classroom setup and configuration (School Year Cycle timelines, school customization data views, key dates, grade scales, section properties, etc.)
Alignment of system configurations with school calendars, handbooks, and approved operational documentation
Support for School Representative setup and Summer School configurations, as applicable
Serve as the primary coordination point for incident management for the PSSO team.
Triage submissions, gather required context, and route issues to appropriate internal teams for resolution.
Track issue status and ensure delivery of external communications, internal follow-through, escalation, and closure.
Analyze trends and recurring issues to inform prioritization, risk mitigation, and process improvement efforts.
Provide status visibility to internal stakeholders; school-facing communication remains the responsibility of designated school-facing roles.
Build and maintain strong, trusted relationships with school leaders and their leadership teams, serving as a consistent operational partner and advisor.
Act as one of the primary points of contact for schools on operational matters, proactively identifying needs, addressing concerns, and guiding leaders through required processes and manual tasks.
Provide direct support to school leaders and leadership teams in completing operational work within POC and related systems that is required to successfully run a school.
Partner with school leadership to identify opportunities to streamline processes, reduce operational friction, and improve the overall school experience.
Support school leaders in navigating complex operational requirements while reinforcing accountability, accuracy, and adherence to organizational standards.
Working with LCP, and DSO, determine key metrics related to project progress, operational task completion, and school request volume.
Produce regular summaries and dashboards to support LCP, and DSO visibility and decision-making.
Maintain organized records, trackers, and reporting tools to support transparency and accountability