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Account Coordinator
Pearson
Chandler, AZ, United States
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Red Account Coordinator
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.
As a Red Account Coordinator in the Customer Success organization, you are accountable for a portfolio of segmented accounts including customer health and happiness indicators and renewal/retention rates. Your primary responsibility is to help our customers ensure ongoing and continuous success with our products and solutions. Specifically, you are a member of our “Red Account” program, which identifies and minimizes risk exposures. You and your teams bring together Pearson resources who combine both passion and purpose (learner outcomes & achievement) to ensure positive learning and instructional outcomes are reached for all K-12 schools, educators, learners, families, and communities.
Responsibilities:
• Strategically drive customer success initiatives and “Red Account” programs to support and bolster account strategy planning.
• Partner with internal resources and customer to ensure customer’s technical and educational/curriculum health and growth.
• Articulate and adhere to applicable process, product, functional, and strategic frameworks (fidelity).
• Innovate by introducing and documenting new ideas & logical practices.
• Proactively identify key customer issues and obtain internal and/or customer assistance/involvement to resolve, where needed.
• Successfully support the product/solutions renewal process.
• Confidently deliver customer presentations to a senior level audience.
• Repeatedly demonstrate ability to establish and manage system(s) to track KPIs (lagging and leading indicators/metrics) and overall program goals to drive cross-organizational alignment at the executive level (partnering regularly with customer to develop and enhance).
• Repeatedly demonstrate ability to establish and manage a cadence for effective reviews within the customer and Pearson teams.
• Repeatedly and successfully meet objectives as defined by management/leadership.
Qualifications
• At least six (6) years of relevant experience including: customer success management, business process rationalization, program management and/or change management expertise; relationship management experience at the leadership-level; and experience driving customer relationship and alignment at all levels in order to execute an overall account strategy.
• Bachelor's degree (English, Technical Communication, or Communications-related degrees preferred) or equivalent experience.
• At least 5 years of experience in K-12 Education with significant exposure in curriculum, instruction, learning, assessment, accountability, or similar.
• Masters, PhD or equivalent in educational or instructional technologies preferred.
• MBA preferred.
• PMP® preferred.
Additional areas of enhanced competency or experience:
• Proficient and well-versed with applying the concepts, practices and procedures of customer success management.
• Excels at uncovering potential customer and Pearson-related issues; Assesses the severity and impacts and sets out recovery plan; Escalates as appropriate.
• Successfully manages complex problem-resolution issues with the customer and drives issues to closure to the satisfaction of the customer.
• Repeatedly demonstrated ability to identify and drive success-related initiatives as part of account team collaboration.
• Repeatedly demonstrated ability to influence through persuasion, negotiation, and consensus building.
• Excellent experience with--and knowledge of--Pearson product & platform features & best practices in an instructional/learning setting.
• Strong experience with--and knowledge of--change management concepts; Repeatedly demonstrates ability to speak at a high level about impacts to/of programs in an instructional/learning environment; Ability to put high level change management planning in place with customer.
• Strong empathy for customers AND passion for revenue and growth.
• Deep understanding of value drivers in recurring revenue business models.
• Desire for continuous learning and improvement.