Customer Success Agent

<p><strong>About Pearson Clinical  </strong> </p> <p>At Pearson Clinical, we’re the global leader in clinical assessment. Since 1921, we’ve been developing &amp; distributing psychological testing materials for use in assessing intelligence, memory, neurocognitive functioning, academic achievement, personality, learning and developmental delay, speech and motor disabilities, and many more.  </p> <p>We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to 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.  </p> <p>We’ve seen digital customer needs accelerate/emerge in response to COVID-19 and beyond.  </p> <p>As a result of this growth and evolution, we are further expanding our International Customer Success Team in order to support our digital customers globally and drive organisational success through our customer led growth approach to digital business. </p> <p> </p> <p><strong>About the team </strong> </p> <p>The Customer Success team is responsible for focussing on the customer journey and engagement post-sale. It also provides support to the sales team by providing key insights into post sale customer behaviour/metrics. This involves proactively engaging with customers to understand their goals, providing them with the necessary resources and support, and delivering a world class customer experience. The team focuses on building strong, lasting relationships to key account customers by offering personalised solutions, addressing any challenges promptly, and continuously demonstrating the value of Pearson assessments. Ultimately, the Customer Success team aims to enhance customer satisfaction, foster loyalty, and drive business growth through increased retention and advocacy. </p> <p> </p> <p>The Customer Success Agent (CSA) is a key role within the Customer Success team, responsible for revenue retention activities by owning the post-sale customer experience from onboarding, through key account management to closing renewals. Driving successful adoption and value realisation for our digital customers is the core purpose of this role. </p> <p> </p> <p>The CSA will focus on key accounts and be responsible for leveraging data on their customer health via our bespoke dashboard metrics to effectively liaise with relevant accounts to drive successful customer outcomes, client satisfaction and overall business revenue growth.  </p> <p>Additionally, the CSA will play the leading role in delivering am enhanced ‘white glove’ service in onboarding new Assessment Library customers. </p> <p> </p> <p>The CSA will also partner closely with Sales to help them achieve revenue targets and identify future digital growth opportunities.  </p> <p> </p> <p>Strong relationship-building skills and a passion for helping customers succeed, combined with an affinity for metrics and analytics, are key to success in this role.  </p> <p> </p> <p><strong>Key Accountabilities </strong> </p> <p>Develop a trusted advisor relationship with customers so that all activities are closely aligned with the customer's needs, allowing the full potential of our platform tools and services to be realised. </p> <p>Monitor customer health metrics to conduct qualitative and quantitative analysis aligned to their and Pearson goals to ensure they are on track to achieve value while solving for those that are off track. </p> <p>Establish and oversee the customer's adoption, training and development of best practice use to continually drive incremental value and return on the customer's investment.  </p> <p>Identify expansion opportunities individually and collaborate internally colleagues via defined pathway to develop their growth. This will include the requirement to work jointly with sales colleagues in customer meetings in order to understand the business structures of potential new customers, thus leading to a high-quality tailored onboarding experience. This will also enhance your personal development and understanding of the customer groups that we serve.  </p> <p>Disseminate Pearson best practices  </p> <p>Co-ordinate and liaise with technical and operational teams to ensure that best in class service is delivered.  </p> <p> </p> <p><strong>What we are looking for in you</strong> </p> <p> </p> <p>Fluency in Danish, Swedish and English. Strong verbal and written communication skills in all languages are essential to be successful in this role, and Norwegian would be a great advantage. </p> <p>Previous experience of working in a Customer Success (or equivalent role) or a genuine passion to embrace the Customer Success culture </p> <p>Strong organisational skills with experience in managing customer lifecycles. </p> <p>Capability