Specialist, Customer Success (Higher Education)

Pearson View all jobs

  • Manila City, Metro Manila
  • Permanent
  • Full-time
  • 2 months ago
Job Category: Go To MarketJob Description:Job Description: The Specialist, Customer Success (Higher Education) supports universities and educators by onboarding, implementing, and optimizing Pearson's digital learning products to ensure effective adoption and long-term success. The role focuses on customer training, LMS integrations, usage analysis, issue resolution, and proactive account management to maximize value, retention, and growth. Working closely with account managers, sales teams, and partners, the specialist builds strong relationships while helping institutions align Pearson solutions with their learning goals.The Specialist, Customer Success (Higher Education) role is known by various titles such as Customer Success Specialist or Customer Success Consultant while organizations with stronger onboarding or LMS responsibilities may use Implementation Specialist or Onboarding Specialist. Some companies also apply broader titles such as Customer Success Manager - Higher Education or Client Success Specialist to reflect deeper ownership of customer relationships and renewals.About the role: We are currently looking for a Specialist, Customer Success (Higher Education) to join our team. As a Specialist, Customer Success (Higher Education), you will be responsible for Understand product functionality, features, and best practices across all Pearson HED digital products. Guide customers through the onboarding training ensuring they understand the product features and how to use them effectively.Our team: Higher Education - The Higher Education division provides quality courseware and innovative digital learning solutions that support learners and educators in the tertiary sector.As a Specialist, Customer Success (Higher Education) , you'll be responsible for:
  • Understand product functionality, features, and best practices across all Pearson HED digital products.
  • Guide customers through the onboarding training ensuring they understand the product features and how to use them effectively.
  • Provide implementation and integration set up with institution LMSs.
  • Provide ongoing strategic advice to customers, helping them align product use with their goals and maximize ROI.
  • Analyze customer usage data to understand how they engage with the product, providing insights for improving their experience.
  • Address customer inquiries and issues promptly, coordinating with tech support teams as needed to ensure swift resolutions.
  • Monitor customer account health metrics, proactively identifying and addressing potential churn risks.
  • Identify opportunities for upselling additional products or services and work with key account manager on renewals to drive revenue growth.
  • Build and maintain strong, long-term relationships with customers, together with key account manager, serving as their main point of contact.
  • Gather feedback and insights from customers to drive product and service improvements.
  • Provide digital training to sales team and channel partners.
To be successful in this role, you will ideally have:
  • Bachelor's degree or higher level of tertiary qualification.
  • 3 or more years of working experience in Outside Sales; teaching, training, technical support and customer success.
  • Experience in the Education market, with knowledge of educational software (preferrable).
  • Experience in Learning Management System integrations (preferrable).
  • Basic experience in digital courseware troubleshooting.
  • Excellent problem-solving and decision-making skills.
  • Strong project management skills.
  • Excellent verbal, written and presentation skills.
  • Ability to travel within the Philippines.
Benefits
  • Bonus leave day, to invest in your learning as well as volunteer day to give back to the community
  • Flexible hybrid working
Flexible working: We are committed to hybrid working practices and has adopted flexible remote and virtual working. Where possible our employees can choose to manage their attendance to the office more flexibly.

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