Pearson is looking for a Customer Success Specialist who excels in complex customer environments. This role is for an experienced professional who thrives in ambiguity, builds deep client relationships, and leads initiatives that create long-term value. You will be the go-to expert, shaping customer outcomes and internal processes.
What You'll Do
- Act as the primary relationship owner for complex, high-impact accounts.
- Ensure customers achieve their intended outcomes through proactive engagement, insight, and follow-through.
- Build and maintain strong, long-term client relationships grounded in credibility, insight, and results.
- Lead major customer initiatives and cross-functional projects from planning through execution.
- Navigate and resolve complex account challenges, balancing customer needs with scalable solutions.
- Partner closely with internal teams like Product, Engineering, Sales, Operations, and Support.
- Anticipate risks, identify opportunities, and proactively drive actions that protect and grow customer success.
- Influence stakeholders at multiple levels, both internally and externally.
- Understand client contracts and ensure fulfillment of expectations and service level agreements.
What We're Looking For
- Experience as a customer-facing professional in complex, high-stakes environments.
- A proven ability to thrive in ambiguity and demonstrate high curiosity.
- A track record of building deep, credible client relationships.
- Demonstrated experience leading high-impact, cross-functional initiatives from start to finish.
- Strong skills in navigating challenges and aligning solutions with business priorities.
- Effective partnership and collaboration skills with diverse internal teams.
- The ability to anticipate risks, identify opportunities, and drive proactive action.
- Strong stakeholder influence skills to drive alignment and outcomes.
- Familiarity with managing client contracts and service level agreements.
