Enterprise Customer Success

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The Enterprise Customer Success Rep (ECS) is a key member of the North America Sales Organization, reporting to the Director of Business-to-Business Education Team. They are responsible for working across an assigned territory partnering with our Enterprise Account Executives on B2B Education customers (Career, For-Profit, and Higher Education accounts) 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.

Accountabilities

• Evaluates customer needs while connecting them to appropriate Pearson solutions. The XXX must deliver 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.
• Responsible for driving instructor success with the necessary skills, information, and on-going training and assistance. They need 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.
• Thinks critically to adapt solutions to meet evolving customer strategy and specific territory requirements.
• Detail oriented, has empathy, and the ability to work in a fast-paced environment, handling large customers without sacrificing quality. These are keys to being successful in this position.
• Collaborates with internal stake holders (Services, Marketing, and Account Management) to monitor sales growth and scale quality assurance.
• Demonstrates a commitment to lifelong teaching and learning while supporting diversity, equity, and inclusion
• Support Diversity, Equity and Inclusion (DEI) initiatives.

• 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
• Team player, collaborate with cross functional teams

• MUST BE LOCATED IN EASTERN TIME ZONE US
• 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

• Bachelor’s Degree or equivalent experience
• Customer-facing personalized customer success, customer service, account management, or corporate training experience.
• Must have experiences in one of the following:
  Edtech, Customer Success, Higher Ed, Sales