Customer Success Specialist

Customer Success Specialist

At Pearson, we are 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 is 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 too 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.

 Customer Success is a key area for Pearson Education Inc. Customer Success Specialist role is a key role within our organization, responsible for scheduling presentations, implementations, and other customer meetings. The role works directly with Sales and Sales Management, Product Specialists and other internal departments adding to the success of the College and Career Readiness team. The ideal candidate will be highly organized, customer-focused, and able to manage multiple priorities with a proactive and solution-oriented approach.

Specific Responsibilities:

• Strategically schedule and allocate Product Specialists for customer presentations, product implementations, training sessions, and other key engagements to ensure alignment with customer needs and internal resource availability.
• Oversee and manage the comprehensive library of presentation materials, training resources, and video content for the Product Specialist team, ensuring all resources are up-to-date, easily accessible, and aligned with the latest product offerings and best practices. 
• Play an integral role in supporting the state adoption process by conducting thorough data collection and market analysis, assisting in the identification of key market trends, customer needs, and potential growth opportunities across state-level educational and industry sectors.
• Lead the administration, analysis, and reporting of surveys and performance evaluations for the Product Specialist team, synthesizing feedback and insights to drive continuous improvement in training, engagement, and service delivery.
• Manage and monitor vendor relationships, including the negotiation, execution, and compliance of contracts
• Create, update, and maintain comprehensive process documentation and standard operating procedures (SOPs) for key business workflows, ensuring operational consistency, efficiency, and compliance across teams.
• Ad hoc projects as assigned

 

Required Minimum Qualifications

• Bachelor’s degree in Business, Education, or equivalent required.
• 5+ years project management or sales support experience.
• 3+ years working with salesforce.com or similar platform
• Strong data analytics skills, including the ability to write SQL
• Strong attention to detail and organizational skills.
• Excellent written and verbal communication skills.
• Self-motivated to meet deadlines independently.
• Proficiency in Microsoft Office Professional (Excel, PowerPoint, Word), SharePoint, and Adobe Acrobat Professional.
• Ability to work collaboratively with cross-functional teams and leadership.
• Knowledge of education (K-12 public/private/charter schools).
• Adaptability to meet tight deadlines and manage multiple projects simultaneously.
• Strong problem-solving skills and a proactive attitude.
• Certification in project management is a plus.

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: https://plc.pearson.com/

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. All employment is decided based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasona