Specialist, Enterprise Customer Success (East Coast)

Pearson•Hoboken, NJ

2d•$55,000 - $70,000•Remote

About The Position

The Enterprise Customer Success Rep (ECS) is a key member of the North America Sales Organization, reporting to the Team Manager for Online Adult and Career Education. They are responsible for working across an assigned territory partnering with our Client Partners on our OACE team to ensure sales growth, customer success, and overall satisfaction with Pearson’s portfolio. The ECS is responsible for sales solutioning and growth, customer product support and implementation, products training, database and delivery management resulting in a positive experience and cultivating instructor confidence. The ECS role is 100% remote and partners with individuals in finance, sales operations, and product to provide the best possible support for customers. The ECS is for a person who has strong execution skills and is particularly detail oriented, while being customer centric. This is a high impact role that helps catalyze growth across the portfolio by continuously researching, learning, and engaging with all key institutional stakeholders involved in their enterprise level accounts.

Requirements

Bachelor’s Degree or equivalent experience
Customer-facing personalized customer success, customer service, account management, or corporate training experience.
Experiences in one of the following: Edtech, Customer Success, HigherEd, Sales

Nice To Haves

Developing and Leveraging Relationships
Communication and Collaboration
Customer Centric
Analytical Skill and Learning Agility
Delivery of Results
Accountability
Aligning Performance for Success
Change Management Capability
Emotional Intelligence & Awareness
Strong execution skills
Detail oriented
Customer centric
Empathy
Ability to work in a fast-paced environment, handling large customers without sacrificing quality.
Team player

Responsibilities

Evaluates customer needs while connecting them to appropriate Pearson solutions.
Delivers high impact demonstrations of Pearson courseware products.
Ensures successful customer onboarding, digital access setup, orientation of the user experience, and correct student usage of Pearson products.
Drives instructor success with the necessary skills, information, and on-going training and assistance to maximize the impact of our digital product(s) in their course each term, as part of the instructor onboarding.
Utilizes reports and data to analyze, grow market share, and prioritize and make decisions impacting accounts in their territory.
Adapts solutions to meet evolving customer strategy and specific territory requirements.
Collaborates with internal stake holders (Services, Marketing, and Account Management) to monitor sales growth and scale quality assurance.
Communicates effectively across the team on account health and provide action plans to generate renewals for high-risk accounts in partnership with sales leaders.
Engages as a positive, can-do team member in a high functioning sales team.
Builds relationships with instructors across adoptions, identifying those that are particularly happy for case studies and other promotional activities.