Community Success Manager

Are you ready to help educators navigate, accelerate, and celebrate personalized learning?

Pearson is the world’s leading learning company, and Navvy is our flagship classroom formative assessment system. Designed by educators and backed by learning scientists, Navvy is the only comprehensive assessment system that aligns to the rigor of learning standards and diagnoses competency in a timely, specific, and accurate manner.

You will be a founding member of our Community Success team - the right candidates will bring ideas, experience, or expertise that can be drawn on to inform and shape our emerging Success team - and will enjoy contributing to building something new.

As a Navvy Community Success Manager, your role boils down to this one charge:

Ensure every single one of our Navvy Clients experiences maximum lifetime value, with minimum effort and time-to-value, and do so in a way that nurtures joy and loyalty.

To accomplish that, you will support a portfolio of Clients (state, federal, and/or district) and own your assigned portfolio’s Navvy experience “end to end”, including:

• Implementation Strategy
• Determine the best Navvy implementation strategy for your client, taking into consideration their unique instructional, assessment, and technology priorities and ecosystem, building shared investment in the implementation.
• Data Integration
• Guide your client through roster data integrations and configurations in our platform, so everything is set up just right!
• Onboarding
• Facilitate all onboarding activities prior to “go live” skillfully, communicating every step of the way, so that we shrink the time-to-value ratio.
• Training
• Schedule and coordinate all training for your client, including “off-the-shelf" standard training offerings and custom trainings. You will always develop and deliver custom training but may collaborate with a team of professional trainers for off-the-shelf training, particularly during peak season.
• Community Support
• Field all Tier 3 escalated Community Support contacts from your client and strengthen the Community Support team’s ability to provide first call resolution through Knowledge creation and refinement.
• Engagement and Adoption
• Leverage data systems – including usage data, Community Support data, and other metrics – to inform proactive outreach strategies that reduce churn, increase your client’s lifetime value from Navvy, and build brand loyalty.
• This includes a hallmark of the Navvy brand - monthly check-ins – which are recurring touchpoints that allow us to build a sense of partnership with our clients and provide nuanced Navvy “coaching” as we move through the arc of the year. These require exceptional communication skills, deep familiarity with teaching and learning, comfort with data cycles, and good judgement.
• Collaboration for Account Success
• There is an inextricable link between our Sales team, Success team, and Support team in Pearson School Assessment. Valuing that partnership is essential! Our Sales team is responsible for business development, expansions, renewals, and account management in general. Our Support team is responsible for providing help to our clients by web or phone. Both teams are an essential part of the Client’s overall journey with us, and we partner closely with them in different ways.

Skills, Qualifications, and Experience:

• Must be experienced K-12 educator in US public schools.
• Bring an exceptional level of warmth (warmth, not extroversion) to every interaction.
• Want to get it right, not be right. We take our work very seriously, but not ourselves.
• Operate as an elite, not an elitist. We are a low-ego, high-agency team.
• Demonstrate evidence of personally using formative assessment data to accelerate positive learning outcomes for students and have a compelling story to tell about that experience.
• Value the entire customer journey from Sales, to Success, and Support, and contribute positively to it by strengthening collaboration with our Sales and Support counterparts. Believe that Sales, Success, and Support are inextricably linked.
• Consistently provide a world-class experience to our Navvy Community Members that nurtures value, joy, and loyalty.
• Meticulously tend to repetitive, computer-based configuration tasks.
• Lead high-impact professional development for adult educators with joy and rigor.
• Articulate a cogent philosophy around teaching and learning that is consistent with Navvy’s core value proposition.
• Be willing to travel up to 6 nights/month and understand “peak” travel seasons include August – early October, January – February, and June.
• Experience with Microsoft Suite and SalesForce preferred.
• Experience in EdTech Customer Success is a plus!

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 California, Colorado, Hawaii, Maryland, New York State, New York City, Washington State, and Washington DC laws, the pay range for this position is as follows:

The full-time salary range is between $70,000-95,000.

This position is eligible to participate in an annual incentive program.

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: We are Pearson.

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. 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 actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

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.

Job: SALES

Organization: Assessment & Qualifications

Schedule: FULL\_TIME

Workplace Type: Remote

Req ID: 19270

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