At a Glance
- Tasks: Support clients in delivering high-stakes assessments and manage multiple accounts.
- Company: Join Pearson Professional Assessments, a leader in innovative assessment solutions.
- Benefits: Enjoy flexible working, competitive rewards, and a supportive work environment.
- Other info: Opportunity for career growth in a dynamic and collaborative team.
- Why this job: Make a real impact by building strong client relationships and driving success.
- Qualifications: Experience in client-facing roles and strong project management skills required.
The predicted salary is between 60000 - 80000 £ per year.
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.
Key responsibilities
- 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.
Skills, knowledge & experience
- Significant senior-level experience in client-facing contract and account management roles, managing high-value and strategic client accounts.
- 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.
Working arrangements
We offer flexible working arrangements, including hybrid working, to support work-life balance whilst meeting business and client needs. A commitment to peak time delivery is required to fulfil global client needs.
Your rewards & benefits
We know you’ll do great work, so we give a lot back with some of the best benefits in the business. We know one size doesn’t fit all, so our workplace programs meet the different needs of our diverse teams, and their families too.
Advanced Specialist, Customer Success in Manchester employer: Pearson
Pearson is an excellent employer that values flexibility and a supportive work culture, making it an ideal place for those seeking part-time opportunities in Birmingham. With a commitment to employee growth, Pearson offers training and development resources, ensuring that staff can enhance their skills while contributing to a meaningful mission of education and assessment. The friendly atmosphere and focus on compliance create a rewarding environment for Test Centre Administrators who enjoy helping candidates succeed.
StudySmarter Expert Advice🤫
We think this is how you could land Advanced Specialist, Customer Success in Manchester
✨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 Advanced Specialist, Customer Success in Manchester
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.
