Advance Specialist, Customer Success

Advanced Specialist, Customer Success, this role aligns to industry job titles such as Senior Contract Manager, Senior Programme Manager or Senior Account Manager

Full/Part Time:
Full time

Location:

Glasgow, UK (hybrid)

Travel:
Yes

Pearson Professional Assessments is seeking an experienced Advanced Specialist, Customer Success to directly support our clients in delivering high-stakes assessments.

The role involves a mix of contract, account, and project management to ensure the successful delivery of Pearson Professional Assessments products and services in accordance with contractual timelines and obligations.

This role is ideal for an experienced customer-facing professional who has delivered revenue-generating initiatives and operations, managed multiple client accounts, and is able to build strong client relationships.

This is a senior role within the Customer Success team, operating as a trusted partner to clients and an internal leader across cross-functional teams.

This role aligns to industry job titles such as Senior Contract Manager, Senior Programme Manager or Senior Account Manager

• Act as the primary relationship owner for complex, strategic client accounts, building long-term partnerships grounded in trust and credibility.
• Working with clients and teams across Professional Assessments, lead the end-to-end readiness and delivery of high-stake assessments and initiatives, ensuring alignment to client objectives, timelines, and contractual commitments.
• Own and manage service performance against client contracts, KPIs, and SLAs, ensuring delivery meets agreed commercial and operational outcomes.
• Navigate and resolve complex client challenges, balancing requirements with scalable and sustainable solutions.
• Proactively identify risks, issues, and dependencies, and drive mitigation actions to protect delivery and customer outcomes.
• Influence stakeholders (internal and external) to drive alignment, decision-making, and momentum.
• Lead client-facing governance, including executive updates, account reviews, and stakeholder engagement.
• Contribute to continuous improvement of service delivery, products, and customer success practices.
• Responsible for commercial growth through identification of opportunities, contribution to bids/tenders, and expansion of existing accounts.
• Provide informal leadership, coaching, and guidance to junior team members where required.

• Significant experience in client facing roles, for high-value and strategic accounts, with ideally at least 5 years’ experience in contract and account management roles. Experience should include client retention responsibility and program/product expansion achievements.
• Strong commercial understanding, including contract management, SLAs, KPIs, and change control.
• Demonstrated experience leading cross-functional projects with multiple stakeholders (internal and external).
• Knowledge and experience using project management tools and techniques.
• Proven ability to translate complex problems into structured, actionable solutions.
• Excellent communication and stakeholder management skills, with the ability to influence at senior levels without direct authority.
• Strong organisational and prioritisation skills, with the ability to manage competing priorities effectively.
• Experience managing risks, issues, and delivery across scope, cost, quality, and timelines.
• Strong problem-solving, negotiation, and decision-making capabilities.
• Experience with the delivery of computer-based assessments and qualifications is preferred.

• Customer Centricity—we prioritize solving customer problems and removing obstacles, guided by their needs. Our goal is to delight them with…