Customer Success
Pearson VUE
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Develop a tailored implementation strategy for each partner that integrates our “gold-standard” implementation milestones for each product with the account’s unique instructional, assessment, and technology priorities and ecosystem.
- Develop clear goals for the account’s implementation, and build shared investment in a healthy successful implementation, so that everyone knows what “success” looks like and you can guide the account through the year accordingly.
- Guide partners through roster data integrations, platform configurations, and compliance requirements for all products, so everything is set up just right!
- Facilitate all onboarding activities prior to “go live” skillfully, communicating clearly and proactively with the account and cross-functionally inside of Pearson, enabling rapid completion of key adoption milestones.
- Leverage data systems and communication cadences to proactively monitor the health of your accounts, drive product adoption and value, reduce churn, and build brand loyalty.
- Engage accounts who are at risk or disengaged in recovery strategies to foster partnership, drive adoption, and improve overall account health.
- Travel up to 4 nights per month for onsite activity supporting key implementation milestones or conference attendance alongside your accounts.
- Partner closely with cross-functional teams within Pearson School Assessment, including Product, Technology, Marketing, Sales, Professional Development, and Support to ensure a seamless customer journey.
- Value cross-functional collaboration and actively contribute to multi-directional feedback loops that strengthen our business and the customer experience.
- Skillfully connect product usage and impact data into actionable insights with a meaningful story for partners, grounded in their implementation goals and strategy.
- Operate with a focus on systems and scalability that optimize the customer experience, business efficiency, and industry leadership.
Requirements
- Experience as a K-12 educator in US public schools.
- Demonstrated use of formative, interim, or screener/MTSS assessment data to impact student outcomes at the classroom, school, or district level.
- Commitment to getting it right, not being right; low ego, high agency.
- Appreciation for the full customer journey and cross-team collaboration.
- Strong personal organization and time management skills.
- Exceptional warmth and relationship-building skills.
- Ability to communicate with customers in a world-class manner that nurtures value, joy, and loyalty, while protecting Pearson’s business interests.
- Meticulous attention to detail in technical and configuration tasks.
- Willingness to travel as needed (up to 4 nights/month expected).
Benefits
- Strong coaching relationship with your manager and robust support for development.
- Opportunities to contribute and lead as our team matures.
- A culture prioritizing operational excellence, impact, and fun.
- Remote-first flexibility, with access to Pearson office spaces as desired.
- Deep respect for inclusion, representation, and belonging.
- Competitive compensation and benefits, including medical, dental, vision, 401K, stock options, parental leave, education reimbursement, wellness resources, and more.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data integrationplatform configurationcompliance requirementsformative assessmentinterim assessmentscreener assessmentMTSS assessmentcustomer journey mappingimplementation strategyadoption milestones
Soft skills
relationship buildingcommunicationorganizationtime managementcollaborationproactive monitoringcustomer engagementattention to detailproblem-solvingadaptability