Role Overview
This position supports higher education institutions across Türkiye as part of Pearson’s international higher education division. The Specialist, Customer Success acts as the main point of contact after product sale, working closely with academic leaders, administrators, and IT departments to ensure effective use of digital learning platforms such as MyLab, Mastering, Revel, and eText. The role focuses on enabling successful digital transformation through training, data analysis, and strategic collaboration to improve teaching practices and student performance.
Key Responsibilities
- Serve as the primary post-sales liaison for assigned universities, managing relationships and guiding institutions through the full lifecycle of digital solution adoption.
- Lead regular strategy meetings with academic leadership and institutional coordinators to review progress, set goals, and plan for future needs.
- Advise faculty and administrators on integrating digital tools into curricula, supporting both pedagogical effectiveness and operational efficiency.
- Design and deliver training sessions for faculty and coordinators, both on campus and online, tailored to specific course requirements and academic timelines.
- Ensure seamless setup of digital courses, including LMS integration checks, custom course creation, and in-course support materials.
- Monitor usage analytics and student performance data to identify adoption challenges and recommend targeted interventions.
- Prepare customized reports on student outcomes, platform usage, and course performance for institutional stakeholders.
- Support critical academic periods by providing on-the-ground assistance during midterms and finals, resolving issues quickly and escalating when necessary.
- Collaborate with internal teams—including engineering, product, and customer support—to resolve technical issues and communicate updates clearly to clients.
- Anticipate risks during high-stakes assessments, such as exam delivery failures, and implement contingency plans to maintain continuity.
- Contribute to the development of user guides, instructional videos, and training materials in both Turkish and English.
- Share feedback from institutions with product and strategy teams to influence future enhancements.
- Support renewal discussions and expansion opportunities by partnering with sales teams and providing data-driven insights.
- Track account health using CRM systems, reporting monthly on key metrics, risks, and growth potential.
- Travel periodically within Türkiye to strengthen partnerships, deliver training, and support governance activities.
Qualifications
Required
- Strong communication and presentation skills with the ability to engage diverse audiences, from senior academics to technical staff.
- Proven problem-solving and project coordination abilities, particularly in fast-paced academic environments.
- Empathetic approach when working with educators and administrators under pressure.
- Experience in SaaS, educational technology, or digital learning implementation.
- Background in teaching, instructional design, or academic support services.
Preferred
- Familiarity with digital courseware used in higher education, K12, or language training.
- Working knowledge of learning management systems such as Canvas, Blackboard, Moodle, or D2L.
- Ability to interpret data from dashboards and generate meaningful insights for clients.
- Experience with data visualization tools like Tableau or Power BI.
- Advanced proficiency in Excel, including functions like VLOOKUP, PivotTables, and large dataset analysis.
- Professional certifications in customer success (e.g., CSM, CCSM) or project management (e.g., PMP, Agile).
Technical Environment
MyLab, Mastering, Revel, eText, Canvas, Blackboard, Moodle, D2L, Tableau, Power BI, Excel, Salesforce (OneCRM), LMS integrations, Pearson Kariyer Akademisi
Work Requirements
- Position based in Türkiye with up to 25% domestic travel required for on-site engagements.
