North America’s Account Services organization is responsible for delivering the seamless setup of enterprise wide digital experiences for our most profitable and strategic Institutional, Corporate, Government and Professional Association clients. We continue our contribution to North America’s growth by also managing the service delivery planning and delivery at an executive level throughout the relationship.
We engage at the Executive/Administrative level and lead teams through the implementation and service delivery of Higher Education digital products such as MyLab, Mastering, Revel; capabilities such as direct integrations; delivery models such as Access Code Delivery and MyLabsPlus, business models such as Digital Direct Access and Direct bill, as well as a multitude of service offerings such as SmartThinking (when included with a digital product) and bespoke experiences developed specifically for a customer.
The Account Manager is the single point of contact for all program and customer experience operations for our customer administration teams, their third party partners and Pearson internal teams. This role is Pearson’s champion for the customer, advocating their needs, translating these into requirements, validating outcomes through use cases & testing and ensuring both Pearson and customer capacity to deliver on agreed upon commitments. This role is a strategic thinker who can advocate the voice of the customer during sales planning and program delivery and is an influencer and a creative problem solver who can get things done.
Remote location must be located in the territory covered in either Nebraska, South Dakota, North Dakota or Minnesota.
Solution Expertise During the Sales Process (5%)
?Provides solution oriented subject matter expertise regarding the mechanics of Pearson products, capabilities and services to Sales Executives and Administration during the sales process (as a means to surface a shared vision of the customer experience across the administration, partners, faculty and students as well as Pearson functional areas)
?Works with assigned Sales leadership to define appropropriate courses for inclusion in the DDA program based on both Pearson and customer capacity to deliver on desired relationship and CX outcomes.
?Identifies with internal Pearson stakeholders what will be delivered and when as part of P&L and deal planning discussions, ensuring expectations are understood and Pearson has the ability to deliver on commitments before they are expressed or communicated to the customer.
?Reviews customer agreements before they are delivered to the customer to ensure they reflect the agreed upon commitments discussed during the sales process.
Scoping & Requirements Gathering (40%)
?Facilitates the pre-installation kick off meeting with key Pearson stakeholders in preparation to engage on installation activities.
?Working with Institutional stakeholders, identifies the desired program experience for the Administration, students and faculty, guiding the Administration through a laser focused discovery phase and securing agreement on expected outcomes for the target term start.
?Confirms scope, business requirements and expected outcomes relative to the population that will be be leveraging Pearson’s products and services, including number of courses, term start date, enrollment projections, delivery and product model, content selection, add/drop period, opt in/out needs, LMS integration requirements, faculty training and readiness, communications, reporting, billing and outcomes research.
Implementation Management (40%)
?Continuous engagement and follow up with key stakeholders to finalize needs, secure a shared view of expectations and ensure that Pearson delivers on its commitments to the customer.
?Ensures customer and Pearson stakeholders have clear visibility and timely access to needs, commitments and risks (including contingency plans).
?Tracks and documents all decisions, follow ups and risks, managing risks to closure or through escalation.
?Liaison to all Pearson functional areas for the customer, and represents Pearson functional areas to the customer (bringing in subject matter expertise on a deliberate basis when needed)
?Responsible for all set up activities including the translation of customer operational and billing needs into Pearson systems
?Ensures accurate and timely submission including project initiation requests, business rule definition and billing/reporting.
?Responsible for list management for DDA implementations - understanding the products in use for potential courses, translating that into products available for DDA implementation, the identification of gaps, and suggested solutions to meet the needs of the arrangement
?Responsible for ensuring that an accurate profile of the customer is reflected in our CRMs and that sales and finance teams have the information they need around what is in place for assigned customers to drive billing and invoicing to the administration and revenue/growth at a local level.
?Responsible for presenting the installation at SIRT and managing all follow ups and risks through resolution.
?Responsible for assessing customer outcomes against expectations across key customer moments of truth to ensure quality.
Service Delivery & Planning (15%)
?Responsible for providing escalation support for Administration stakeholders throughout the semester, working with both Pearson and external stakeholders to resolve critical and sensitive customer issues.
?Provides input into Account Planning with a focus on installation planning and service delivery planning, including key recommendations to retain and grow the business (from a service and installation perspective).
?Monitors the health of the customer experience for assigned accounts throughout the semester and surfaces a view of progress, challenges and action plans which is reviewed with key stakeholders regularly.
?Bachelor's Degree or higher
?Must be able to travel up to 35% of the time
?3-5 years of management experience in a business operations role with focus on business analysis/ requirements gathering in either the Higher Education, Healthcare or Insurance industries
?3-5 years experience directly managing customers (in a customer facing role) and serving as a customer liason with internal teams with a proven track record of influencing towards shared expectations and outcomes
?Deep knowledge of how the Digital Direct Access business model works and what needs to be set in place and when in order for it to be operational for a customer
?Experience with implementing and supporting MyLabsPlus with customers
?Understanding of access channels, integrations and operational set up processes
?End to end customer set up experience with a general understanding of holistic program design & innerworkings
?Experience managing expectations and coordinating deliverables across both internal and external stakeholders and influencing teams to resolve issues that impede progress
?Experience with mapping requirements to standard solutions before customization, and managing the customer expectation of outcomes throughout an engagement
?Strong critical thinking skills that connect decisions to outcomes, surface scalable process solutions, including workarounds and contingency plans
?Problem solver, deliberate
?Ability to analyze, interpret and draw conclusions based upon data, decisions, business and technical procedures, as well as government regulations
?Experience with using data to support strategic and tactical decision making
?Excellent verbal and written communication skills coupled with an ability to effectively present information, insights and stories guided by facts
?Appreciates the need to adhere to a best practice or procedure but also surface exceptions and drive process improvement
?Ability to quickly establish a rapport with internal/external customers
?Working knowledge of or ability to pick up process mapping , ideation, journey mapping as well as requirements elicitation/ documentation techniques
?Adaptable and quick on their feet