Join Pearson's Higher Education team as the Head of Customer Success, a key role leading primarily the post-sales support functions. This position is more than a job; it's a chance to significantly impact Pearson's success and your career growth.

In this dynamic role, you'll lead Customer Success which includes proactive and reactive post-sales support. The Customer Success team exists to ensure customer satisfaction and loyalty, the impactful implementation of solutions, the identification of cross and up-sell opportunities and ongoing revenue streams through maximized retention rates. You will need to understand the academic publishing market, source competitive intelligence, and be an expert on how to coach and lead your team to drive strong retention and high customer satisfaction. Defining and measuring key performance metrics and ensuring organizational alignment and operational success will be critical in this role.

Reporting to the Head of Sales, you'll be a major part of Pearson’s transformative journey. This is an opportunity to lead and inspire change, shaping the future of education with Pearson. Join us in this impactful leadership role.

Responsibilities:

Drive Customer Success Outcomes Increase renewal rates and reduce churn Support driving new business opportunities by making the onboarding process simple for the customer Influence future lifetime value through feature adoption, customer satisfaction and overall health scores Deliver learning and development opportunities to support our products & customer loyalty Manage Customer Success Activities Onboarding Training Customer Support Customer Success Management Renewals Measure Effectiveness of Customer Success Define operational metrics for team Establish system for tracking metrics Create cadence for review within team Expose subset of metrics to leadership team Define segmentation of customer base and varying strategies Optimize Customer Lifecycle Identify opportunities for continuous improvement Learn from best practices in industry Lead World-class Customer Success Team Attract and retain high potential individual contributors and leaders  Foster collaboration within team and across customer lifecycle Encourage continuous learning within team

 

Required Experience/Skills:

A proven track-record of strong leadership, with experience creating a performance culture of exceptional service, quality growth, and staff development Post Secondary Education, or equivalent experience Minimum 3 years of successful experience leading Customer Success / Account Management/ Sales/Customer Facing Teams  Effective leader, coach, motivator, and mentor  Passionate collaborator who can prioritize, plan, and deliver positive outcomes  Ability to multitask and manage competing priorities  Highly organized, attentive to detail, self-motivated, innovative, and committed to quality work  Manage with influence through persuasion, negotiation, and consensus building Strong interpersonal and emotional intelligence skills   Analytical and process-oriented mindset with excellent data analysis skills  Demonstrate desire for continuous learning and improvement Enthusiastic and creative leader with the ability to inspire others Excellent communication and presentation skills