At a Glance
- Tasks: Lead global Account Management, shaping frameworks and driving customer success.
- Company: Join Pearson, a leader in digital learning solutions with a global impact.
- Benefits: Remote work flexibility, competitive salary, and opportunities for professional growth.
- Other info: Be part of a transformative journey in higher education with significant career development.
- Why this job: Make a real difference in education by enhancing customer experiences and driving value.
- Qualifications: Proven leadership in Account Management and customer success across international teams.
The predicted salary is between 90000 - 110000 £ per year.
- Description
- Job Title - Lead, Client Partner
- DESCRIPTION
Shape Pearson's global Account Management capability, defining the frameworks, standards and operating model that help institutions successfully adopt, realise value from and renew Pearson's digital learning solutions.
Comparable market titles for this opportunity may include
Global Head of Account Management, Head of Customer Success, Director of Customer Success, Strategic Accounts Director, Senior Director of Account Management, Director of Strategic Accounts, Global Customer Success Leader, Head of Client Success, Customer Experience Director, Post-Sales Transformation Lead, Director of Customer Retention & Growth, or
Enterprise Account Management Director .
- LOCATION & WORKING PATTERN
- Remote role based in the UK or another approved EMEA location.
- No regular office requirement. UK-based colleagues may utilise Pearson offices where practical.
- Customer travel is expected and will form a regular part of the role.
- Working patterns may vary depending on customer and business requirements, with a combination of virtual engagement and face-to-face meetings.
- Exact location eligibility and expected travel requirements will be confirmed during the recruitment process.
ABOUT THE ROLE
Pearson is building a consistent global Account Management capability for International Higher Education.
Lead, Client Partner , you will own the frameworks, standards, operating model and ways of working that turn signed contracts into strong onboarding, adoption, measurable value, renewal readiness and sustainable expansion.
This is a senior leadership role combining capability building, customer strategy and people leadership.
You will directly lead Customer Delivery Managers while providing functional leadership across Strategic Account Managers embedded within regional sales teams.
Your impact will come through creating clarity, driving consistency and implementing practical operating models that work across a diverse international business.
You will help establish a repeatable, scalable customer experience that strengthens customer outcomes, improves retention and creates opportunities for long-term growth.
Joining at a formative stage of Pearson's evolution, you will have the opportunity to build processes, establish governance disciplines and shape a global capability that supports institutions throughout their partnership with Pearson.
WHAT YOU WILL DO
- Lead the Global Account Management Capability
- Define and scale global Account Management role expectations, competency frameworks and operating standards.
- Create playbooks, governance models and best-practice frameworks that drive consistency across regions.
- Develop team operating rhythms, customer engagement standards and success measures.
- Build scalable models that support onboarding, adoption, value realisation and renewal readiness.
- Lead & Develop High-Performing Teams
- Lead, coach and develop Customer Delivery Managers.
- Set clear objectives, expectations and performance standards.
- Foster a culture of accountability, collaboration and customer focus.
- Support Strategic Account Managers through functional leadership and capability development.
- Drive Customer Outcomes & Renewals
- Own the post-contract customer lifecycle from sales handover through onboarding, adoption, engagement, value realisation and renewal.
- Establish and maintain a comprehensive account-health framework.
- Strengthen customer governance, success planning and executive engagement approaches.
- Improve renewal readiness through customer evidence packs, value narratives and success metrics.
- Identify and support appropriate within-contract growth opportunities.
- Partner Across Pearson
- Collaborate closely with Sales, Product, Marketing, Customer Success, Implementation Delivery, Rev Ops and Enablement teams.
- Ensure alignment across the customer lifecycle.
- Act as an escalation point for complex customer situations, renewal risks and competitive threats.
- Share customer insight to inform product, commercial and strategic decision-making.
- Influence Strategic Direction
- Represent Account Management within central leadership forums.
- Provide executive insight into customer outcomes, engagement trends, renewal health and portfolio performance.
- Help shape Pearson's approach to customer success and long-term customer value creation.
- WHY THIS ROLE MATTERS
This role enables acquisition-focused sales teams to continue growing new business while dedicated account teams nurture strategic institutional relationships after contract signature.
The successful candidate will play a critical role in creating a consistent customer experience, improving retention, driving adoption and ensuring customers realise measurable value from their investment in Pearson solutions.
WHAT WE ARE LOOKING FOR
Essential Experience
- Significant leadership experience across Account Management, Customer Success, Strategic Accounts, Post-Sales or Customer Delivery functions.
- Experience leading multi-regional or international teams.
- Proven success designing and embedding customer-facing operating models, standards and playbooks at scale.
- Strong track record of leading through influence within matrix organisations.
- Experience developing customer lifecycle strategies that improve adoption, retention and renewal outcomes.
- Knowledge & Skills
- Deep understanding of customer adoption, value realisation, retention, renewal readiness and account growth.
- Experience building Account Management systems, frameworks and governance disciplines.
- Strong commercial acumen and confidence using CRM platforms, customer analytics and forecasting tools.
- Excellent executive communication and stakeholder management skills.
- Ability to influence senior leaders and align diverse teams around common goals.
- Structured, pragmatic and solution-oriented approach to complex business challenges.
- Strong planning, organisation and prioritisation capabilities.
- Comfortable working within global, matrixed environments.
- Digital confidence across technology products and customer success platforms without needing to be a technical specialist.
- The judgement to challenge constructively, make decisions and bring recommendations rather than waiting for detailed direction.
Desirable
- Experience within Higher Education, Education Technology, Saa S or digital learning environments.
- Knowledge of customer success technologies and account-health methodologies.
- Experience leading transformation or capability-building initiatives.
- Familiarity with strategic account planning and enterprise customer engagement models.
WHY JOIN PEARSON?
At Pearson, we're committed to helping learners realise the life they imagine through learning.
This is a unique opportunity to build and lead a global post-sales capability, shape the future of Account Management within International Higher Education and create lasting impact for institutions, educators and learners around the world.
You'll have the opportunity to influence strategy on a global scale, develop high-performing teams, strengthen customer partnerships and help shape how Pearson delivers long-term value for customers across the higher education sector.
Lead, Client Partner in London employer: Pearson
Pearson Edexcel is an excellent employer that values the expertise of its staff, offering a flexible ad-hoc role that allows for a balanced work-life dynamic. With a strong commitment to professional development, employees have access to resources and training that enhance their skills while contributing to the educational success of students in the North East. The supportive work culture fosters collaboration and innovation, making it a rewarding environment for those passionate about education.
StudySmarter Expert Advice🤫
We think this is how you could land Lead, Client Partner in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pearson. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Pearson before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Lead, Client Partner in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Pearson:Your cover letter is your chance to shine! Tell us why you want to work at Pearson specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Pearson!
How to prepare for a job interview at Pearson
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
