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Pearson Associate Customer Success Representative in Des Moines, Iowa

Associate Customer Success Representative - ( 2111751 )

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 Associate Customer Success Representative, K-12 is a key member of the North America Higher Education Services Organization, reporting to a Customer Success Manager. They are responsible for working across an assigned territory of K-12 and Dual-Credit accounts to ensure instructor success and overall satisfaction with Pearson’s digital products.

  • The Associate Customer Success Representative is responsible for the reactive evaluation of customer needs to ensure instructors are on the appropriate customer journey to drive successful onboarding, digital access setup, orientation of the user experience, and preparation to manage student use.

  • The Associate Customer Success Representative must be able to think critically. At times, they will need to adapt solutions to meet evolving customer strategy and specific territory requirements.

  • They are expected to use reports and data to analyze, prioritize, and make decisions regarding accounts in their territory. This includes tracking product utilization rates, feature usage, courses created, teacher retention rates, and using this information to understand and communicate account health.

  • The Associate Customer Success Representative is responsible for the alignment of Digital Touch Journeys with instructors for Pearson solutions and products, resulting in a positive experience and cultivating instructor confidence.

  • Attention to detail, empathy, the ability to work in a fast-paced environment, and the ability to handle a large volume without sacrificing quality, are required to be successful in this position.

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

REQUIRED EXPERIENCE:

  • Bachelor’s Degree

  • K-12 and/or Dual-Enrollment teaching and/or administration experience

SKILLS/KNOWLEDGE/ABILITIES

  • Critical thinking: Ability to assess, analyze, and act independently to achieve goals.

  • Self-Motivation: Demonstrated drive to achieve beyond what is expected in a customer service, customer success, software, or higher education space.

  • Technical proficiency: Experience applying technology in an educational or corporate setting and demonstrated ability to learn new technology quickly

  • Communication: Professional communication skills over various channels with internal and external stakeholders. Ability to effectively collaborate with internal teams.

  • Time Management: Ability to prioritize and handle a large volume of multiple, concurrent requests.

  • Interest in education and educational technology: Experience or curiosity about the development of traditional and technology-based intellectual property

  • Experience with a Customer Relationship Management system, Salesforce, and screen sharing software desired

  • Customer-facing personalized customer success, customer service, account management, or corporate training experience desired.

  • Background with online education and Learning Management Systems a plus.

The anticipated starting salary range for Colorado-based candidates expressing interest in this position is $56,000. This position is eligible to participate in an annual incentive program.

Benefits available to eligible employees can be seen at: https://pearsonbenefitsus.com/

Primary Location : US-RE-Remote

Work Locations :

US-Remote

Remote

Job : Sales

Organization : North America

Employee Status : Regular Employee

Job Type : Standard

Job Level : Individual Contributor

Shift : Day Job

Job Posting : Aug 18, 2021

Job Unposting : Ongoing

Schedule: : Full-time Regular

Req ID: 2111751

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