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- Tasks: Support Pearson's largest customers, ensuring they achieve their goals with our learning products.
- Company: Join Pearson, a global leader in lifelong learning and an inclusive employer.
- Benefits: Enjoy hybrid work, 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: Prior experience in Customer Success and excellent communication skills are essential.
- Other info: Work from our London office once a week and embrace a dynamic, feedback-driven environment.
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. 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 customers' 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.
- Excellent project management skills and able to effectively manage time & prioritise tasks.
- Excellent written, interpersonal, and verbal communication skills with great attention to detail.
- Flexible and willing to adapt processes, workflows, and customer management in an ever-changing environment.
- Are coachable and receptive to feedback.
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 a week.
Your Rewards & Benefits:
To learn more about the comprehensive benefits offered by Pearson, please visit https://pearsonbenefitsuk.com/#LI-LB1
Who we are:
At Pearson, our purpose is simple: to help people realise the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, colour, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
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.
Customer Success Manager employer: Pearson
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 interviews but also demonstrate your commitment to becoming a strategic partner for customers.
✨Tip Number 2
Network with current or former Customer Success Managers at Pearson. Engaging with them can provide valuable insights into the role and the company culture, which can be beneficial during your application process.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed enterprise-level customer relationships in the past. Highlighting your experience in building strong partnerships will resonate well with the hiring team.
✨Tip Number 4
Showcase your project management skills by discussing how you've effectively prioritised tasks and managed time in previous roles. This is crucial for the Customer Success Manager position, so be ready to share relevant experiences.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Success Manager position at Pearson. Understand the key responsibilities and required skills, as this will help you tailor your application.
Highlight Relevant Experience: In your CV and cover letter, emphasise any prior experience in customer success roles, especially with enterprise-level customers. Use specific examples to demonstrate how you've built strong relationships and achieved customer goals.
Showcase Communication Skills: Since excellent written and verbal communication skills are crucial for this role, ensure that your application is well-written and free of errors. Consider including examples of how you've effectively communicated with customers or internal teams in the past.
Tailor Your Application: Customise your CV and cover letter to reflect Pearson's values and the specific requirements of the role. Mention your adaptability and willingness to learn, as these traits are highlighted in the job description.
How to prepare for a job interview at Pearson
✨Know Pearson's Products Inside Out
As a Customer Success Manager, you'll need to be an expert in Pearson's Enterprise Learning and Skills products. Make sure you understand the features, benefits, and best practices of these products so you can confidently discuss them during your interview.
✨Demonstrate Relationship-Building Skills
This role is all about building strong relationships with customers and internal teams. Prepare examples from your past experiences where you've successfully built rapport and trust with clients or colleagues, showcasing your interpersonal skills.
✨Showcase Your Problem-Solving Abilities
Be ready to discuss how you've identified customer issues in the past and the steps you took to resolve them. Highlight your ability to capture feedback and provide timely solutions, as this is crucial for a Customer Success Manager.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your understanding of customer success motions, such as the handoff between implementation and ongoing support. Think through potential challenges you might face in the role and how you would address them.
