Customer Success Manager - Enterprise

Job Description

The Enterprise Customer Success Manager role is crucial for ensuring our customers achieve success with Pearson's Workforce Skills products. Your main focus as a CSM will be ensuring that our largest customers using the Credly platform achieve their goals and outcomes. You will do this by building strong relationships with customers and internal Pearson teams, working hand-in-hand with our implementation team to ensure a rock-solid customer handoff, and leveraging your knowledge about Pearson's skills ecosystem to be a strategic partner for your customers.

This is an individual contributor role.

What You'll Do :

• Serve as a strategic partner to Pearson's largest customers, building strong relationships, ensuring strong adoption and ongoing engagement throughout the customer's lifetime.
• Become an expert in Pearson's Credly product in order to consult and educate customers on best practices on digital credentialing.
• Leverage Catalyst, (our Customer Success platform) to track customer activity, monitor health, automate daily and weekly tasks and communicate with customers.
• Be a customer advocate by capturing feedback, understanding problems that need to be solved, and providing appropriate and timebound solutions.
• Coordinate with the Implementation team to ensure a seamless transition from onboarding / implementation, to ongoing support.
• Maintain and leverage Success & Growth Plans for customers.
• Intimately understand our customer risk workflow and proactively take action to ensure a low at-risk customer count.
• Coordinate with our Sales team to drive renewal and expansion efforts, actively working to increase our penetration into customer's organizations.
• Own and maintain customer satisfaction score.
• Grow with amazing people who laugh a lot, own our mistakes, strive to better, are open to feedback, and help each other.

What Will Set You Up for Success

The handoff between the Implementation team and CSM

Your Goals and KPIs :

About your compensation

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State and New York City laws, the pay range for this position is as follows :

Full-time, base annual salary is $85,000 to $90,000.

This position is eligible to participate in the annual incentive plan, and information on benefits offered is here.

About Us

Who we are :

At Pearson, our purpose is simple : to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more : https : / / plc.pearson.com /

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. All employment is decided based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

To learn more about Pearson's commitment to a diverse and inclusive workforce, navigate to : http : / / www.pearson.com / careers / diversity-and-inclusion.html.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Salary : $85,000 - $90,000