Role Overview
You will act as the central point of contact for complex, high-value customer accounts, guiding them from onboarding through ongoing success. Your focus will be on building trusted relationships, understanding client goals, and ensuring they realize lasting value from their engagement.
Key Responsibilities
- Serve as the primary point of contact for complex accounts, managing relationships and driving customer outcomes.
- Proactively identify risks and opportunities, taking initiative to address challenges before they escalate.
- Lead cross-functional initiatives from concept to completion, aligning internal teams around customer objectives.
- Collaborate with Product, Engineering, Sales, and Support to ensure a unified customer experience.
- Interpret client contracts and service agreements to ensure commitments are met and expectations managed.
- Influence decision-makers at all levels—internally and externally—to maintain momentum and alignment.
- Translate ambiguous situations into clear action plans, balancing customer needs with operational sustainability.
Qualifications
- Proven background in customer success, account management, or program leadership with complex client portfolios.
- Experience managing large-scale projects involving multiple stakeholders and departments.
- Strong organizational skills with the ability to prioritize effectively in fast-changing environments.
- Excellent communication abilities, with a track record of influencing outcomes without direct authority.
- Comfort navigating uncertainty and turning complex challenges into structured solutions.
Compensation & Benefits
Compensation is determined by skill set, experience, and location. This role is included in Pearson’s annual incentive program. Comprehensive benefits information is available through the company’s official resources.
