Customer Success Operations Lead - ( 2103562 )
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
The Customer Success Operations Lead is a member of the Customer
Success operations team, reporting to the Director of Customer
Success Operations. You will join a growing organization that is
reinventing the way that Pearson interacts with our customers. As
an essential function for a subscription-based economy, Customer
Success at Pearson is at the forefront of delighting customers and
adding value to drive their usage and strong retention.
As the Operations Lead, you will get to work with department
leaders to maximize systems and processes to enable our growing
team. You will be part of a team that includes experienced training
and data reporting specialists and will build partnerships with
services, sales, and support stakeholders to develop and strengthen
shared processes and systems and ensure Customer Success operations
are educating upstream dependencies. You will work with the
Director of Customer Success Operations to research and design
Customer Success operational needs and models for future markets
You will be in charge of gathering Customer Success business
requirements to ensure continuous improvement of the operational
roadmap that enables Customer Success to engage effectively and
bring value to higher education faculty using Pearson courseware
solutions and ebooks. You will use your skills in business process
mapping and requirements documentation to inform the implementation
of new processes and systems. You will monitor the effectiveness of
processes and systems and aim to continuously improve them.
Engage Customer Success leadership to define business needs and
requirements to create and improve department operational
Partner with the greater Services organization and Sales ops to
ensure operational roadmaps are coordinated, and that Customer
Success workflows reflect updates to changing ways of working.
Document use cases and journeys to inform process design and
Evaluate system capabilities to meet business requirement and
process gaps to improve Customer Success Journeys.
Implement processes, technology and reporting to enable
Complete user acceptance testing of business requirements,
providing approvals in time for delivery to production.
Collaborate with Training and Enablement role to ensure
department training efficacy.
Gather data and user feedback of existing processes and systems
to drive improvements in usage and implementations.
- Develop new 1-to-many operational models to drive and measure
retention of customers
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.
Bachelor's degree (or equivalent) required
2-3 years of experience in an operations or services enablement
role, with a focus on Customer Success or similar function for a
Strong knowledge of Salesforce and Excel; Marketing Cloud a
Experience in drafting business requirements; writing Salesforce
change requests preferred
Understanding of tool integration capabilities with Customer
Relationship Management Systems
Fundamental Project Management skills, methodologies and tools,
such as R.A.C.I, smart sheets, etc.
Experience with Customer Success models and services.
Organized and able to work on both long-term projects and
requests requiring a quick turnaround.
Skilled in asking probing questions to understand the business
and technical needs of various teams, and can articulate them to
Ability to create and present workflow process and visuals for
multiple audiences including executive summaries and high-level
Experience defining process gaps and communicating their impact
- Curious, imaginative, detail-oriented, and able to align their
work towards department Vision
The anticipated starting salary range for Colorado-based
individuals expressing interest in this position is $70,000 -
80,000 per year. This position is eligible to participate in an
annual incentive program.
Benefits available to eligible employees can be seen at:
Primary Location : US-RE-Remote
Work Locations :
Job : Sales
Organization : North America
Employee Status : Regular Employee
Job Type : Standard
Job Level : Individual Contributor
Shift : Day Job
Travel : Yes, 25 % of the Time
Job Posting : Apr 30, 2021
Job Unposting : Ongoing
Schedule: : Full-time Regular
Req ID: 2103562