Customer Success Manager

5 - 7 years experience  •  Education.

Salary depends on experience
Posted on 03/27/18
Glenview, IL
5 - 7 years experience
Education.
Salary depends on experience
Posted on 03/27/18

escription

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

We are seeking a Customer Success Manager (CSM) to support clients in our Chicago market. As a (CSM), you are accountable for a portfolio of customers typically in the ‘Flagship’ and/or ‘Mid-Market’ customer segments. You engage at the Business Unit and leadership-levels from initial sale of product and licenses and remain engaged throughout the customer life cycle.

As CSM, you represent Pearson as the customer success leader for your assigned accounts. Your primary responsibility is to help your customers ensure ongoing and continuous success with our products and solutions. You're a customer advocate who provides a repeated, consistently positive experience with our products and solutions. You bring together Pearson resources who combine both passion and purpose to ensure positive learning and instructional outcomes are reached for all K-12 schools, educators, learners, families, and communities.

Your approach is to achieve District/School alignment on the customer’s Success Blueprint and support their execution with:

  1. Best practices from your customers within your portfolio;Best practices from your customers within your portfolio;

  2. Identification and coordination of internal and external resources to support specific and measurable outcomes; and,Identification and coordination of internal and external resources to support specific and measurable outcomes; and,

  3. Regular reviews and metrics on progress.Regular reviews and metrics on progress.

Expectations:

  • Strategically drives customer success initiatives to support and bolster account strategy planning.Strategically drives customer success initiatives to support and bolster account strategy planning.

  • Repeated experience partnering internally and with the customer to ensure customers’ technical and educational/curriculum health and growth.Repeated experience partnering internally and with the customer to ensure customers’ technical and educational/curriculum health and growth.

  • Articulates and adheres to applicable process, product, functional, and strategic frameworks (fidelity).Articulates and adheres to applicable process, product, functional, and strategic frameworks (fidelity).

  • Shares knowledge on a wide variety of concepts, practices, and procedures related to Pearson applications.Shares knowledge on a wide variety of concepts, practices, and procedures related to Pearson applications.

  • Innovates by introducing and documenting new ideas & logical practices.Innovates by introducing and documenting new ideas & logical practices.

  • Proactively identifies key customer issues and obtains internal and/or customer assistance/involvement to resolve, where needed.Proactively identifies key customer issues and obtains internal and/or customer assistance/involvement to resolve, where needed.

  • Successfully supports the product/solutions renewal process.Successfully supports the product/solutions renewal process.

  • Confidently delivers customer presentations to a senior level audience.Confidently delivers customer presentations to a senior level audience.

  • Networks with ready access to customer leadership.Networks with ready access to customer leadership.

  • Repeatedly demonstrates ability to establish and manage system(s) to track KPIs (lagging and leading indicators/metrics) and overall program goals to drive cross-organizational alignment at the executive level (partnering regularly with customer to develop and enhance).Repeatedly demonstrates ability to establish and manage system(s) to track KPIs (lagging and leading indicators/metrics) and overall program goals to drive cross-organizational alignment at the executive level (partnering regularly with customer to develop and enhance).

  • Repeatedly demonstrated ability to establish and manage a cadence for reviews within the customer and Pearson teams.Repeatedly demonstrated ability to establish and manage a cadence for reviews within the customer and Pearson teams.

  • Repeatedly meets a majority of objectives as defined by management/leadership.Repeatedly meets a majority of objectives as defined by management/leadership.

Proficiencies :

  • Proficient and well-versed with applying the concepts, practices and procedures of customer success management.Proficient and well-versed with applying the concepts, practices and procedures of customer success management.

  • Excellent experience with--and knowledge of--Pearson product & platform features, capabilities, & best use; repeatedly demonstrates ability to apply wide variety of concepts, practices, and procedures in an instructional/learning setting.Excellent experience with--and knowledge of--Pearson product & platform features, capabilities, & best use; repeatedly demonstrates ability to apply wide variety of concepts, practices, and procedures in an instructional/learning setting.

  • Strong experience with--and knowledge of--change management concepts; Repeatedly demonstrates ability to speak at a high level about impacts to/of programs in an instructional/learning environment; Ability to put high level change management planning in place with customer.Strong experience with--and knowledge of--change management concepts; Repeatedly demonstrates ability to speak at a high level about impacts to/of programs in an instructional/learning environment; Ability to put high level change management planning in place with customer.

  • Strong experience, knowledge, and understanding of business/product competitive landscape.Strong experience, knowledge, and understanding of business/product competitive landscape.

  • Has repeatedly demonstrated ability to influence through persuasion, negotiation, and consensus building.Has repeatedly demonstrated ability to influence through persuasion, negotiation, and consensus building.

  • Excels at uncovering potential customer and Pearson-related issues; Assesses the severity and impacts and sets out recovery plan; Escalates as appropriate.Excels at uncovering potential customer and Pearson-related issues; Assesses the severity and impacts and sets out recovery plan; Escalates as appropriate.

  • Successfully manages complex problem-resolution issues with the customer and drives issues to closure to the satisfaction of the customer.Successfully manages complex problem-resolution issues with the customer and drives issues to closure to the satisfaction of the customer.

  • Has repeatedly demonstrated ability to identify and drive success-related initiatives as part of account team collaboration.Has repeatedly demonstrated ability to identify and drive success-related initiatives as part of account team collaboration.

  • Strong empathy for customers AND passion for revenue and growth.Strong empathy for customers AND passion for revenue and growth.

  • Deep understanding of value drivers in recurring revenue business models.Deep understanding of value drivers in recurring revenue business models.

  • Desire for continuous learning and improvement.

Qualifications

  • At least six (6) years of relevant experience at Pearson or elsewhere, including: business process, program management and/or change management expertise.At least six (6) years of relevant experience at Pearson or elsewhere, including: business process, program management and/or change management expertise.

  • Application, functional, or IT expertise in combination with exceptional customer relationship management experience at the leadership-level.Application, functional, or IT expertise in combination with exceptional customer relationship management experience at the leadership-level.

  • Driver of customer relationships and alignment at all levels in order to execute an overall account strategy.Driver of customer relationships and alignment at all levels in order to execute an overall account strategy.

Competencies and Abilities:

  • Repeatedly demonstrated interpersonal skills and strong reputation with current and past customer accounts and within Pearson.Repeatedly demonstrated interpersonal skills and strong reputation with current and past customer accounts and within Pearson.

  • Strong coaching skills; Coaches customer leadership team members; Acts as mentor to other team members.Strong coaching skills; Coaches customer leadership team members; Acts as mentor to other team members.

  • Strong mastery of Customer Success methodology.Strong mastery of Customer Success methodology.

  • Strong, industry-relevant knowledge and experience.Strong, industry-relevant knowledge and experience.

  • Moderate mastery with business process efficiency and efficacy.Moderate mastery with business process efficiency and efficacy.

  • Analytical and process-oriented mindset.Analytical and process-oriented mindset.

  • Repeated experience listening to and understand customers’ perspectives; Strong ability to articulate these perspectives clearly, revealing insight and understanding.Repeated experience listening to and understand customers’ perspectives; Strong ability to articulate these perspectives clearly, revealing insight and understanding.

  • Strong experience working with large, complicated, political accounts at senior instructional, IT, & leadership levels (recent, direct, hands-on executive experience).

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