Customer Success Operations Manager

As Customer Operations Manager (COM), you play a crucial role in ensuring our customers achieve success with Pearson’s WFS products by collecting, managing and analyzing data to improve customer success operational efficiency and effectiveness. Your focus will be creating strategic programs that accelerate customer adoption of our products, tracking their success, and managing the operational needs of the Customer Success team while contributing to a culture of operational excellence.

The person in this role will be involved in:

Customer Success Organization

• Create and maintain dashboards, views, and reports allowing insights to team performance and impact against our objectives.
• Leverage AI to elevate post-sales customer experience and help customers adopt their solutions while improving customer success effectiveness and efficiency.
• Analyze data, recommend improvements, and communicate efficiency and effectiveness of CS operations to CS leadership.

Process

• Provide strategic direction on leveraging systems and tools to drive the business reporting and insights, regularly collect feedback from CS leaders and update playbooks and reporting as processes change.
• Standardize customer journey across all customer types, automating wherever possible.
• Ongoing communication, enablement, and governance of existing and new processes that impact CS organization, customers, and cross-functional partners (sales, product, marketing, finance)
• Coordinate with the Implementation team to ensure a seamless transition from Sales to Implementation and from Implementation to Success.
• Continuously improve existing low and high touch motions, journeys, and calls to action based on customer segment.

Systems

• Manage our Customer Success Platform, including data management, building playbooks, dashboards, and training material.
• Connect external systems and data sources to CRM tool with vision of creating a single source truth for the Customer Success organization.
• Establish the basis for AI, develop content libraries that can be aligned with data.
• Tech stack: Catalyst, Salesforce, Pendo, Zendesk, Productboard, Skilljar, Microsoft Office, Snowflake

What Will Set You Up for Success:

• A self-starter, you will have the opportunity to build this role and define new practices and processes.
• Experimental, you love to a/b test new strategies to drive customer adoption.
• Operationally minded, you enjoy finding new ways to improve inefficiencies and automate processes.
• Data-driven, you love to look at the data to drive your decision-making processes. You are proficient in SQL and Python.
• Passionate about innovating new customer experiences.
• Creative, resourceful, detail-oriented, and well-organized.
• Ability to embrace the mentality of continuous improvement and actively contribute to the team process and procedure.
• Flexible and willing to adapt processes, workflows, and customer management in an ever-changing environment.
• Are coachable and receptive to feedback.
• Willing to grow with amazing people who laugh a lot, own our mistakes, strive to be better, are open to feedback, and help each other.
• A commitment to helping learners achieve their goals.
• Key projects may include: establishing a process for measuring playbook effectiveness, establishing a process to capture and maintain key contacts, evaluating customer health scores, optimizing the sales-handoff process, identifying and integrating data across platforms, developing and maintaining customer success process documentation.

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:

The full-time salary range is between $90K-$100K.

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are 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.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

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.

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.

Job: CUSTOMER SERVICE

Organization: Workforce Skills

Schedule: FULL\_TIME

Workplace Type: Remote

Req ID: 15800

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