Customer Success at Pearson in Columbia, SC
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Director Customer Success - Southern U.S. Region
Director Customer Success
- Southern U.S. Region - ( 2109882 )
DescriptionWe are the world's learning company with more than 20,000 employees operating in 70 countries. We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people. We value diversity, equity, and inclusion. We value the power of an inclusive culture and a strong sense of belonging. We seek to infuse diversity and inclusion in everything we do while promoting a culture where differences are embraced as strengths; opportunities are equal and accessible; consideration and respect are the norm; and all team members are supported in reaching their full potential.
Position SummaryWorking from home as the Director of Customer Success for the southern region of the United States, you will report to the Vice President of Customer Success for our Higher Education business and serve as a key member of the Customer Success leadership team. You will lead all aspects of Customer Success for the southern region of the United States, ensuring we meet short-term goals, and you will develop and implement longer-term strategic and organizational plans. You will ensure the quality and efficacy of the onboarding, training, and retention services that your team is responsible for delivering to higher ed faculty teaching with Pearson digital solutions, including MyLab, Mastering, Revel, and eTexts. You will ensure we are putting the customer at the center and are successful in helping them realize deep value from the implementation of Pearson digital solutions in their course. You will facilitate a strong, collaborative, and transparent way of working between your team and the Higher Ed sales, services, and support organizations.
ResponsibilitiesYou will develop the strategic plans and set the annual onboarding and retention goals for the Customer Success team aligned to the southern region of the United States, ensuring they are in line with the purpose of Customer Success, the Higher Ed go-to-market goals, and which will propel us to a strong competitive position in the market. You will foster a customer-centric, diverse, equitable and inclusive culture. You will be involved in Customer Success recruiting and final management decisions. You will ensure strong management training, coaching, development and succession planning. You will be a sponsor and mentor to talent within Customer Success, the Services organization, and the Higher Ed division. You will lead your team to anticipate and meet the needs of both internal and external customers, and develop, deliver, and continuously improve, high-quality onboarding and retention services that expand the sales and services pipeline. You will keep pace with, understand, and appropriately apply Customer Success methods and principles. You and your managers will know the top users in the region and engage with them regularly. You will establish productive and collaborative relationships with leadership across Higher Ed services, sales and product teams and work together to achieve all revenue and retention goals. You will ensure that Customer Success team members exhibit and maintain a high level of professionalism and customer service. You will develop effective and efficient communication among Customer Success team members and with internal and external customers. You will identify trends, risks, and opportunities, and produce monthly, quarterly and annual departmental reports. You will contribute to Voice of Customer programs that inform product development, roadmaps, releases and service offers. You will oversee a departmental budget and be responsible for organizational design and planning. You will ensure compliance of the department with all company policies, procedures, certifications, standards and ethics. You will lead special projects or initiatives and/or serve as proxy for Customer Success as assigned to work streams and committees. You will perform additional duties as assigned by the VP of Customer Success. You will travel up to 15% of the year, as budgets allow, to meet with key customers, attend and/or lead conference sessions, and internal meetings.
The anticipated starting salary range for Colorado-based individuals expressing interest in this position is $105k-$115k annually. This position is eligible to participate in an annual incentive program. Benefits available to eligible employees can be seen at: https://pearsonbenefitsus.com/Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.
QualificationsYou have a passion for teaching and learning and demonstrate understanding of the higher education space and the Customer Success function. You have the equivalent of 5 years' experience in a customer success organization or a higher ed setting, preferrably in a services/support, sales, or marketing function. You have the equivalent of at least 3 years of management experience and can demonstrate success in building and leading a team in a virtual setting. You demonstrate strong leadership qualities, particularly in the areas of change management, planning, and talent development. You are digitally savvy and demonstrate aptitude for learning and implementing new technologies. Preferably, you have experience working directly with digital course solutions, such as Pearson MyLab, Mastering, Revel or eTexts, and with learning management systems. You are proficient in Microsoft Office products and with Salesforce.
Location: Pearson Customer Success is focused on providing a flexible work environment to its employees, including the ability to work from home on a regular basis in most positions. We believe that flexibility in work/life balance is a critical part of our culture and employee satisfaction, and we are proud to provide to our employees the ability to work from anywhere, anytime. In exchange, we require that employees have the appropriate means to work remotely, including adherence to our work at home policies regarding home office setup, including but not limited to privacy of records, technology standards, equipment standards and expectations. Primary Location : US-RE-Remote.
Work Locations :US-Remote.
Job : Sales.
Organization : North America.
Employee Status : Regular Employee
Job Type : Standard
Job Level : Director.
Shift : Day Job
Job Posting : Jul 9, 2021Job Unposting : Ongoing.
ScheduleFull-time RegularReq ID: 2109882
You will be redirected to Pearson's preferred application process.