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We are currently looking for Customer Success Advisors to support our Customer Success within the United Kingdom area (UK)
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:
The Customer Success Advisor (CSA) role works in our Global Customer Success Team and supports our Sales function 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 CSA is responsible for supporting local Sales teams in developing and retaining Pearson business across a variety of products and services. The CSA will also be responsible for supporting business growth and retention of key qualifications. This will be achieved through front-line support with Senior Leadership Teams and Heads of Departments in schools across the world.
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 customers 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.
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:
Become a trusted Customer Success Advisor and advocate for your customers’ voice
Provide guidance to customers on how to maximize the value our solutions for their business
Provide feedback on ways to improve customer and user experience
Be challenged and encouraged to broaden your skills
About You:
Passionate about customer success and excellence
Highly adaptable, quick thinker and inquisitive
Strong oral (English) and written communication skills are a must
Ability to listen to, empathise and understand our customers needs
Ability to diligently problem solve and trouble-shoot independently
Interest in sales and technology and confidence to demonstrate products
A team player with an appreciation for Pearson’s core values
What Sets us Apart?
Benefits and Rewards
We know you’ll do great work, so we give a lot back with some of the best benefits in the business. We know that one size doesn’t fit all, so our workplace programmes meet the different needs of our diverse teams, and their families too. There is a range of options, but when you join our Pearson family these are some of the benefits that we offer that you can look forward to:
Work in global environment and grow your professional network
Unlimited access to rich sources of knowledge (Over 22000 Pearson materials)
Attractive benefits including MultiSport Card, cinema and theatre tickets, touristic excursions, etc.)
Private health care for you and your family
Accident insurance for you and your family
Opportunity to master your English skills at daily work and/or by taking companywide English classes
Work-life balance, Flexible working arrangement
Annual bonus based on performance
Annual Christmas funding
Holidays funding (biennially)
Fantastic Pension plan, PPK at 4%
Invest and Earn money and/ or become a shareholder with Pearson Worldwide programme ‘Save for Shares
Maternity, paternity, and family care leave
Employee wellbeing assistance and much more.
Diversity, Equity & Inclusion
We’re committed to equity and opportunity, so that all learners can realise the life they imagine and see themselves in our services and products. We believe learning is a powerful force for change and that diversity, equity and inclusion are fundamental to who we are. We’re committed to addressing all forms of systematic racism, discrimination and inequality in everything we do.
We also believe in giving everyone in the company the chance to help shape a more inclusive culture, in which everyone feels a sense of belonging and in which everyone acts with integrity day-in, day-out.
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