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Manager Customer Success

Company: Pearson
Location: Charleston
Posted on: June 9, 2021

Job Description:

Manager Customer Success - ( 2108012 )

Description

We are the world's learning company with more than 24,000 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.

The Director of Customer Success is seeking a Manager of Customer Success- Strategic Accounts Team. This is an opportunity for a driven, goal-oriented, high performing and customer focused leader. This key role will lead a team of Customer Success Representatives to achieve annual retention and up-usage goals on a digital subscription base of approximately 1.35 million users. The Manager will set goals and report on progress to achieve them. They will inspire and coach to high performance and quality engagements that reduce churn, drive retention and expansion, and result in industry leading NPS and CSAT scores. The Manager must be hands-on and engage regularly with customers, modeling the right behaviors and actions to drive usage, success and retention.

They will be proficient at navigating matrixed organizations and cross-functional teams, and be able to forge strong partnerships with sales leaders, professional services, and product managers working in unison to meet Time to Onboard and Time to Value goals. The Manager must also be a dynamic change leader able to scale and mature their part of Customer Success and ensure they recruit, hire and develop Customer Success Reps who are highly competent with Pearson digital solutions, distribution, access and delivery models.

The right candidate knows how to set vision, motivate others, and roll up their sleeves. They embrace change, technology, and thrive in a fast paced, agile environment. They are as comfortable talking with a system engineers and administrators as they are end users. They are passionate about customer relationships, and understand the role of Customer Success and the value and responsibility to a SaaS company.

Responsibilities

  • Manage the achievement of engagement, retention, and up-selling targets across team's digital registration base; Use quantitative and qualitative data to inform reporting, critical thinking and innovation.

  • Ensure Customer Success Representatives are trained and skilled to deliver quality customer engagements in line with tiered service level offerings to drive usage, success, and retention.

  • Attract, develop, and retain top-talent; Coach to high-performance through goal setting and regular one-on-one performance assessment; Manage team annual review process on time and in scope with HR policy.

  • Create a high-performing, positive and collaborative team culture with the customer firmly at the center of everything.

  • Work successfully across the matrix organization within Sales and Services, collaborating within cross-functional teams of peers and colleagues.

  • Contribute to staffing and territory alignment plans, target setting, and business planning.

  • Stay informed of Product roadmaps and release and implications to Customer Success; Inform roadmaps and releases with customer feedback as surfaced via Customer Success engagements.

  • Report monthly on people and progress to goals.

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.

Qualifications

Qualifications and Skills

  • Bachelor's degree from accredited institution required; MBA or related advanced business degree desired.

  • At least 3 years of strong performance in a managing major accounts, department or institution level negotiation and solutioning, within an account management or customer success team; direct people management or supervision experience preferred.

  • Demonstrated understanding of the value of Customer Success within a SaaS organization, understanding the link between great customer experiences and business success.

  • Demonstrated ability to identify, measure, and drive high performing teams through setting and exceeding goals; a confident change leader and people motivator.

  • Experience selling or servicing technology solutions in a customer-facing capacity; adept at learning and leading with technology.

  • Technical knowledge to successfully navigate, and bridge customers to, system networks, system architecture, and integrations via APIs and LTIs.

  • Understanding of the education technology industry, competitive factors, current and future challenges preferred.

Primary Location : US-RE-Remote

Work Locations :

US-Remote

Remote

Job : Sales

Organization : North America

Employee Status : Regular Employee

Job Type : Standard

Job Level : Manager

Shift : Day Job

Job Posting : Jun 1, 2021

Job Unposting : Ongoing

Schedule: : Full-time Regular

Req ID: 2108012

Keywords: Pearson, Charleston , Manager Customer Success, Other , Charleston, West Virginia

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