Manager Customer Success

Working from home as the Manager of Faculty Advisement Services, you will report to the Director of Faculty Advisement Services - Customer Success You will lead a team of Faculty Advisors ensuring quality delivery of services to higher ed faculty members throughout the U.S. and Canada. This leadership position entails understanding each team member’s individual performance level, needs and areas for development (based on their competencies). You will be held accountable to develop trust and adapt to the unique learning and personality styles of each team member. Coaching and documenting coaching consistently to develop the middle performers and retain and leverage the top contributors. You will be held responsible for leading and managing the team to deliver to the business including bringing to market new advisement services and resources for faculty.

Responsibilities:

• You will work with the Director of Faculty Advisement – Customer Success to develop the strategic plan and set the annual goals for faculty advisement services, ensuring they are in line with the purpose of Customer Success, Higher Ed go-to-market goals, and will propel us to a strong competitive position in the market.

• You will foster a customer-centric, diverse, equitable and inclusive culture.

• You will be responsible for recruiting and bringing in strong talent to the organization.

• You will ensure strong training, coaching, and development of your direct reports.

• You will pro-actively seek candid and trusted feedback on the performance of direct reports from stakeholders to be used in coaching and development activities.

• You will make decisions based on data points from multiple sources simultaneously and teach your team to use data to drive behavior within their business.

• You will set benchmarks and clear expectations using key performance indicators (KPIs) with your team. Continually adjusting, evaluating information, and reinforcing priorities to meet and exceed goals.

• You will lead your team to anticipate and meet the needs of both internal and external customers, and develop, deliver, and continuously improve, high-quality advisement services.

• You will keep pace with, understand, and appropriately apply higher education teaching methods and principles.

• You will lead your team to develop and measure methodologies to support improved and sustained efficiency of instructor onboarding and course implementations of Pearson digital solutions.

• You will establish productive and collaborative relationships with leadership across Higher Ed services, sales and product teams and work together to achieve all revenue and retention goals.

• You will ensure that your team of Faculty Advisors exhibit and maintain a high level of professionalism, instructional support and customer service.

• You will develop effective and efficient communication among Faculty Advisors and with internal and external customers.

• You will contribute to Voice of Customer programs that inform product development, roadmaps, releases and service offers.

• You will ensure compliance of your team with all company policies, procedures, certifications, standards and ethics.

• You will perform additional duties as assigned by the Director of Faculty Advisement Services - Customer Success.

• You will travel up to 15% of the year, as budgets allow, to meet with key customers, attend and/or lead conference sessions, and internal meetings.

We value diversity, equity, and inclusion. We value the power of an inclusive culture and a strong sense of belonging. We seek to infuse diversity and inclusion in everything we do while promoting a culture where differences are embraced as strengths; opportunities are equal and accessible; consideration and respect are the norm; and all team members are supported in reaching their full potential.

The anticipated starting salary range for Colorado-based individuals expressing interest in this position is $70 - 80K annually. This position is eligible to participate in an annual incentive program.

Benefits available to eligible employees can be seen at: https://pearsonbenefitsus.com/

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Qualifications/Requirements:

• You have a passion for teaching and learning and demonstrate a deep understanding of the higher education space.

• You have at least a Masters and preferably a Doctoral degree.

• You have at least five years of teaching experience in a higher ed setting,

• You have at least three years of management experience and can demonstrate success in building and leading a team in a virtual setting.

• You have led a team to meet and/or exceed all goals.

• You demonstrate strong leadership qualities, particularly in the areas of change management, planning, and talent development.

• You are confident, credible, and collaborative. You communicate professionally with all team members,

• You communicate effectively with internal stakeholders including sales and services leaders, product leadership, as well as external stakeholders including administrators and faculty at colleges.

• You consistently work to develop and leverage the attributes of executive presence when representing yourself the team, and the organization. You are a role model for team members and stakeholders.

• You are digitally savvy and demonstrate aptitude for learning and implementing new technologies. Preferably, you have experience working directly with digital course solutions, such as Pearson MyLab, Mastering, Revel or eTexts, and with learning management systems.

• You are proficient in Microsoft Office products. Preferably you have experience with Salesforce and ServiceNow.

Pearson Customer Success is focused on providing a flexible work environment to its employees, including the ability to work from home on a regular basis in most positions. We believe that flexibility in work/life balance is a critical part of our culture and employee satisfaction, and we are proud to provide to our employees the ability to work from anywhere, anytime. In exchange, we require that employees have the appropriate means to work remotely, including adherence to our work at home policies regarding home office setup, including but not limited to privacy of records, technology standards, equipment standards and expectations.

Primary Location : US-RE-Remote

Job: SALES

Organization: North America

Schedule: FULL_TIME

Req ID: 1009