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For Companies At a Glance
- Tasks: Support Pearson's largest customers, ensuring they achieve their goals with our learning products.
- Company: Join Pearson, a diverse and inclusive employer committed to the LGBTQ+ community.
- Benefits: Enjoy flexible work options, comprehensive benefits, and a supportive team culture.
- Why this job: Be a strategic partner, build relationships, and make a real impact on customer success.
- Qualifications: Experience in Customer Success and enterprise-level support is essential; strong communication skills are a must.
- Other info: Work from our London office 1-2 times a week and grow with an amazing team.
The predicted salary is between 36000 - 60000 £ per year.
This job is with Pearson, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
The Enterprise Customer Success Manager role is crucial for ensuring our customers achieve success with Pearson's Enterprise Learning and Skills products. Your main focus as a CSM will be ensuring that our largest customers using the Credly platform achieve their goals and outcomes. You will do this by building strong relationships with customers and internal Pearson teams, working hand-in-hand with our implementation team to ensure a rock-solid customer handoff, and leveraging your knowledge about Pearson's skills ecosystem to be a strategic partner for your customers. This is an individual contributor role.
What You'll Do:
- Serve as a strategic partner to Pearson's largest customers, building strong relationships, ensuring strong adoption and ongoing engagement throughout the customer's lifetime.
- Become an expert in Pearson's products in order to consult and educate customers on best practices.
- Leverage Catalyst, (our Customer Success platform) to track customer activity, monitor health, automate daily and weekly tasks and communicate with customers.
- Be a customer advocate by capturing feedback, understanding problems that need to be solved, and providing appropriate and timebound solutions.
- Coordinate with the Implementation team to ensure a seamless transition from onboarding/implementation, to ongoing support.
- Maintain and leverage Success & Growth Plans for customers.
- Intimately understand our customer risk workflow and proactively take action to ensure a low at-risk customer count.
- Coordinate with our Sales team to drive renewal and expansion efforts, actively working to increase our penetration into customer's organizations.
- Own and maintain customer satisfaction score.
- Grow with amazing people who laugh a lot, own our mistakes, strive to better, are open to feedback, and help each other.
What Will Set You Up for Success:
- Prior experience working in a Customer Success role.
- Prior experience supporting enterprise-level customers.
- Deep understanding of a successful customer success motion including:
- The handoff between the Implementation team and CSM.
- Using data to guide decisions and drive customer health.
- Identifying customer goals and understanding how to help the customer achieve them.
- Ability to develop customers into champions and advocates.
- Ability to build strong relationships with internal teams.
- Actions needed to be taken to ensure a successful renewal.
Your Goals and KPIs:
- 100% of customer goals and outcomes recorded.
- % Active Customer Engagement.
- Average Customer Health Score.
- % At-Risk Customers.
- % Journey Milestones.
- Customer Satisfaction.
- % Company Penetration.
- % Success Plan Progress.
- Account Collaboration & Management.
- Expansion %.
Work Location & Set Up:
The ideal candidate will be required to report to our 80 Strand London office once to twice a week.
Your Rewards & Benefits:
To learn more about the comprehensive benefits offered by Pearson, please visit https://pearsonbenefitsuk.com/#LI-LB1.
Contact Detail:
Pearson Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Familiarise yourself with Pearson's products and the Credly platform. Understanding the ins and outs of these tools will not only help you in conversations with potential customers but also demonstrate your commitment to the role.
✨Tip Number 2
Network with current Customer Success Managers or professionals in similar roles. Engaging with them can provide insights into the day-to-day responsibilities and challenges, which can be invaluable during interviews.
✨Tip Number 3
Showcase your project management skills by discussing relevant experiences where you've successfully managed customer relationships or projects. This will highlight your ability to prioritise tasks and ensure customer satisfaction.
✨Tip Number 4
Prepare to discuss how you would handle customer feedback and advocate for their needs. Being able to articulate your approach to problem-solving and customer engagement will set you apart as a candidate.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and requirements of the Customer Success Manager position. Tailor your application to highlight how your experience aligns with these aspects.
Highlight Relevant Experience: Emphasise your previous experience in customer success roles, particularly with enterprise-level customers. Use specific examples to demonstrate your ability to build relationships and drive customer engagement.
Showcase Communication Skills: Since excellent written and verbal communication skills are crucial for this role, ensure your application reflects your ability to communicate effectively. Pay attention to your language, clarity, and attention to detail in your CV and cover letter.
Demonstrate Adaptability: Mention instances where you successfully adapted to changing environments or processes. This will show that you are flexible and can thrive in a dynamic setting, which is important for the role at Pearson.
How to prepare for a job interview at Pearson
✨Know the Product Inside Out
As a Customer Success Manager, you'll need to be an expert in Pearson's products. Make sure you understand the features and benefits of the Credly platform and how it can help customers achieve their goals. This knowledge will allow you to answer questions confidently and demonstrate your value as a strategic partner.
✨Showcase Your Relationship-Building Skills
Building strong relationships is key in this role. Prepare examples from your past experiences where you've successfully built rapport with clients or internal teams. Highlight your ability to listen, empathise, and respond to customer needs effectively.
✨Demonstrate Your Problem-Solving Abilities
Be ready to discuss how you've handled challenges in previous roles. Think of specific instances where you identified a problem, gathered feedback, and implemented a solution. This will show your potential employer that you're proactive and can advocate for customers.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your understanding of customer success motions. Be prepared to discuss how you would manage the handoff between the implementation team and yourself, or how you would use data to monitor customer health. Practising these scenarios will help you articulate your thought process during the interview.
