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Regional Director of Account Services (Northeast)
Pearson
Boston, MA, United States
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Description
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
North America’s Account Services organization is responsible for delivering the seamless setup of enterprise wide digital experiences for our most profitable and strategic Institutional, Corporate, Government and Professional Association clients. We continue our contribution to North America’s growth by then managing the service delivery planning and delivery at an executive level throughout the relationship. We engage at the Executive/Administrative level and lead teams through the implementation and service delivery of Higher Education digital products such as MyLab, Mastering, Revel; capabilities such as direct integrations; delivery models such as Access Code Delivery and MyLabsPlus, business models such as Digital Direct Access and Direct bill, as well as a multitude of service offerings such as SmartThinking (when included with a digital product) and bespoke experiences developed specifically for a customer.
Key Responsibilities:
• Facilitates the transition into an Account Services model by identifying service gaps, prioritizing customer transitions across teams, managing transition plans and providing input into communications strategy for impacted customer relationships.
• Direct responsibility for a small portfolio of accounts as a means to understand customer challenges and model great implementation and service delivery behaviors for their team.
• Manages a team of Account Managers, ensuring the team adheres to defined implementation best practices and SOPs.
• Collaborates with other Regional Directors to create, document and socialize implementation best practices and SOPs.
• Conducts staffing modeling for new account implementations, transitions and semester/term start product and services changes.
• Ensures Account Managers receive training on “in market solution”s and prepared to participate in pre-sales discussions/solutioning with customers.
• Participates in P&L reviews and determines if Pearson has the capacity to deliver client expectations for accounts within the region.
• Presents an overview of implementation best practices during pre-sales for strategic engagements, driving customer confidence in our ability to partner with them to deliver their outcomes.
• Ensures contracts address key elements of the customer experience and reflects commitments that Pearson has the capacity to deliver on behalf of the customer.
• Tracks all deliverables related to regional implementation and major change activity, driving teams through an implementation lifecycle.
• Responsible for ensuring timely submission of all inputs into the implementation process by teams (i.e., work order submissions) and oversees quality control efforts by account teams to ensure accuracy of setup.
• Escalates implementation roadblocks on behalf of teams and customers, working collaboratively across the organization to mitigate risk and develop appropriate contingency plans.
• Monitors CRM activity to ensure teams are actively updating customer data that describe implementation activity, decisions and insights for Sales.
• Inventories team skills sets and knowledge base and identifies training opportunities as well as needed tools.
• Assists teams with escalation support/troubleshooting of customer issues.
• Reviews Account Plans for consistency across region, surfacing a view of common service issues for feedback into Global Operations, Global Product, CIO, Sales and HE Services.
• Ensures teams are monitoring the health of the customer experience for assigned accounts throughout the semester and surfaces a view of progress, challenges and action plans which is reviewed with key stakeholders regularly.
• Surfaces a view of business requirement "themes" for their region as an input to next gen/future gen experiences and roadmaps.
Qualifications
• Bachelor's Degree or higher
• 2-4 years experience in a Director or Manager role, leading high performing teams through a phase of the customer lifecycle.
• 3-5 years experience directly managing customers (in a customer facing role) and serving as a customer liaison with internal teams with a proven track record of influencing towards shared expectations and outcomes
• Knowledge of how the Digital Direct Access business model works and what needs to be set in place and when in order for it to be operational for a customer
• Experience with implementing and supporting HE products and services at an enterprise level (or comparable work experience).
• Understanding of access channels, integrations and operational set up processes
• End to end customer set up experience with a general understanding of holistic program design & inner workings
• Strong critical thinking skills that connect decisions to outcomes, surface scalable process solutions, including workarounds and contingency plans
• Ability to analyze, interpret and draw conclusions based upon data, decisions, business and technical procedures, as well as government regulations
• Experience with using data to support strategic and tactical decision making
• Excellent verbal and written communication skills coupled with an ability to effectively present information, insights and stories guided by facts
• Experience with defining best practices or procedures to drive process improvement.
• Must be able to travel up to 35% of the time based on business need.