Customer Loyalty Representative

Customer Loyalty Representative  

Role Description  

The Customer Loyalty Representative (CLR) is a key member of the customer success team. CLR's partner with district sales colleagues and use data to identify at risk adoptions and renew customers. CLR’s play a critical role in customer education, satisfaction and business growth across assigned sales territories. 

The Customer Loyalty Representative (CLR) reports to the Customer Loyalty Manager (CLM) and will:  

• Be accountable for standard renewal activities.  

• Develop strategies to drive renewal growth to increase revenue.  

• Implement proactive strategies to mitigate customer churn by identifying at-risk accounts and developing tailored retention plans in partnership with the account sales team.  

• Segment the renewal pools and adapt solutions for differentiated levels of servicing, outreach, and white glove support.  

• Provide just-in-time training, demos, or support for instructors to enhance the customer experience.  

• Collaborate with sales and marketing to develop strategies to drive renewal growth and increase market share.  

• Act as a creative problem solver with other teams (Services, Sales, Marketing, and Operations) to support continuous improvement and a scalable quality customer experience.  

• Utilize reporting tools to forecast and monitor renewal progress by individual instructors, discipline, and region.  

• Demonstrate a commitment to lifelong teaching and learning while supporting diversity, equity, and inclusion.  

 

Accountabilities  

• Effectively communicate account health and action plans for high-risk accounts and accounts in partnership with the sales team.  

• Build and foster strong relationships with instructors, leveraging satisfied customers for case studies and promotional activities.  

• Work as a team player, collaborating cross-functionally to expand and renew business and achieve other common goals.  

• Provide ongoing customer education to maximize usage, retention, value and student outcomes across Pearson technology solutions.  

• Support Diversity, Equity, and Inclusion (DEI) initiatives.  

 

Capabilities  

• Develop and leverage strong relationships with customers and internal teams.  

• Exhibit a proactive and self-motivated attitude towards work.  

• Demonstrate effective communication and collaboration skills.  

• Demonstrate empathy and a strong customer-centric approach to ensure customer satisfaction and support growth. 

• Prioritize customer needs and satisfaction in all activities.  

• Utilize analytical skills and demonstrate the ability to learn and adapt quickly.  

• Be accountable for delivering results and achieving performance targets.  

• Align personal performance with organizational goals for success.  

• Exhibit capability in managing change and adapting to new processes.  

• Demonstrate emotional intelligence and awareness in interactions.  

• Exhibit strong problem-solving skills to address and resolve customer issues.  

 

Qualifications 

• 1-3+ years of experience in customer success, sales or customer facing experience in a highly matrixed organization.  

• Experience in client renewals and retention.  

• Experience using tools like Salesforce and Tableau to allocate time and resources effectively.  

• Demonstrated problem-solving skills, effective communication, and ability to collaborate between stakeholders.  

 

Travel - Occasional limited travel 

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State and New York City laws, the pay range for this position is as follows:

Minimum full-time salary range is between $65,000 - $70,000. 

This position is eligible to participate in a sales incentive plan, and information on benefits offered is