About the role: We are currently looking for a Customer Success Executive to join our team. As an Customer Success Executive, you will be responsible for Understand product functionality, features, and best practices across all Pearson HED digital products. Guide customers through the onboarding training ensuring they understand the product features and how to use them effectively.

Our team: Higher Education - The Higher Education division provides quality courseware and innovative digital learning solutions that support learners and educators in the tertiary sector.

Our Purpose - Add Life to a Lifetime of Learning

As a Customer Success Executive, you’ll be responsible for:

• Understand product functionality, features, and best practices across all Pearson HED digital products.

• Guide customers through the onboarding training ensuring they understand the product features and how to use them effectively.

• Provide implementation and integration set up with institution LMSs.

• Provide ongoing strategic advice to customers, helping them align product use with their goals and maximize ROI.

• Analyse customer usage data to understand how they engage with the product, providing insights for improving their experience.

• Address customer inquiries and issues promptly, coordinating with tech support teams as needed to ensure swift resolutions.

• Monitor customer account health metrics, proactively identifying and addressing potential churn risks.

• Identify opportunities for upselling additional products or services and work with key account manager on renewals to drive revenue growth.

• Build and maintain strong, long-term relationships with customers, together with key account manager, serving as their main point of contact.

• Gather feedback and insights from customers to drive product and service improvements.

• Provide digital training to sales team and channel partners.

To be successful in this role, you will ideally have:

• Bachelor degree or higher level of tertiary qualification.

• 3 or more years of working experience in teaching, training, technical support and customer success.

• Experience in the Education market, with knowledge of educational software (preferrable).

• Experience in Learning Management System integrations (preferrable).

• Basic experience in digital courseware troubleshooting.

• Excellent problem-solving and decision-making skills.

• Strong project management skills.

• Excellent verbal, written and presentation skills.

• Ability to travel.

Benefits

• Bonus leave day, to invest in your learning as well as volunteer day to give back to the community

• Flexible hybrid working

Flexible working: We are committed to hybrid working practices and has adopted flexible remote and virtual working. Where possible our employees can choose to manage their attendance to the office more flexibly.

If you are as passionate as we are about changing lives through learning, then help us to learn more about you and why you want to work with Pearson. Click ‘Apply Now’ to create your application online.

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: SALES

Organization: Higher Education

Schedule: FULL_TIME

Workplace Type: Hybrid

Req ID: 18082

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