Customer Success Advisor

We are currently looking for Customer Success Advisors to support our Customer' Success within the United Kingdom area (UK)

Offer details & Application process

• Salary: 5600 - 6000 PLN gross/month
• Working mode: full time, hybrid, Poznań, Poland, 
• Send your CV and short Cover letter in English
• When applying, please let us know if you have a legal rights to work in the country in which the job is based.

 

About the Customer Success Advisor role:

Our mission is to partner with schools to deliver learner progression. All students from the age of 5 through to 18+, have their own individual learner journeys. Alongside their teachers, Pearson can help them make the progression most appropriate to them, whether onto Further or Higher Education onto Apprenticeships or directly into work.   Through a consultative, collaborative sales approach we support our school customers with the right choice of products and services for their learners. 

Reporting to the Poznan Team Leader the Customer Success Advisor (CSA)  is based in our Customer Success Team and supports the Sales team to achieve revenue and retention targets and develop our market share through excellent customer support and consultative selling. This is achieved through product support and guidance, providing digital solutions and a Pearson product and service surround which exceeds expectations. 
 
A Day in the Life:

• A CSA is relationship focused and manages accounts to build and deepen relationships with our customers. The Customer Success Advisor determines how Pearson’s products and services can be effectively applied to support achievement of a customer’s goals to deliver learner progression. 
• A CSA reports to the Manager of Customer Success. On a given day, a CSA will spend time: 
• Consulting with new and existing customers to coordinate onboarding, discover partnership objectives and develop success plans to drive value 
• Serving as an escalation point for issues that impacts the customer’s success.   
• Reviewing usage data, overcoming challenges and proactively working to uncover and mitigate retention risk 
• Discovering any additional opportunities to compliment the customer’s needs and share leads with our wider sales team. 
• Maintaining regular contact with stakeholders and key contacts as well as keeping up-to-date strategic success plans. Advocate as their voice and provide regular updates internally ensuring visibility to your customer's needs. 
• Leading on and delivering an effective customer onboarding and renewal program. 
• Working as part of a collaborative Customer Success team, supporting each other and the needs of our customers. 
• CSA are closely aligned with all customer-facing teams and share a unified goal to make success happen. CSA’s also align internally with Marketing, Product and Customer Services to share success stories and insights that drive our products forward. 

Key Deliverables 

• Renewal plans – Delivering clarity on what the customer wants to achieve and why, where are they now and what next in the subscription journey. Each customer should have an active renewal plan 
• Cross/Upsell – Identify and pass leads to local sales teams and contribute to Sales Revenue Targets through individual sales and retention. 
• Exceptional Customer Success Support - Respond to our customers needs in a professional and timely manner.

 

Role Progression: 

Within 1 month, you will: 

• Complete new hire onboarding including e-Learning courses, manager led training, role specific mentorship/or buddy, and more 
• Meet with key stakeholders across the business that you will interact with frequently 
• Review and understand your assigned territory and customers  
• Learn best practices, processes, and business tools that enable us to be successful 
• Receive training on Pearson’s core values  
• Document customer cases, create quotes/orders and update contact information in Salesforce 
• Within 3 months, you will: 
• Begin resolving cases independently 
• Respond to inbound communication channels such as Live-chat, email and telecomms 
• Maintain and deliver custom retention plans for assigned accounts 
• Confidently overcome primary objections and cancellation requests 
• Continue to build and expand relationships throughout the company 
• Document customer profile, plans and contact information in Salesforce 
• Leverage data to prioritise and focus on what matters most 

Within 6 months, you will: