Advanced Specialist, Customer Success

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Implement the digital delivery strategy for Pearson’s Higher Education division.

• Collaborate with fulfillment providers, institutional bookstores, and administrators to manage Inclusive Access and Equitable Access digital programs.

• Ensure the effective execution of digital programs and solutions that enhance student access and success.

• Promote operational excellence, effective implementation, solution expertise, simplification, and change within designated territories.

• Work alongside Pearson sales, customer support, product, and technology teams.

• Establish and maintain relationships with internal teams, assigned campuses, school administrators, bookstore managers, and customer success teams of fulfillment providers.

• Act as the main point of contact post-sale, overseeing the implementation and delivery of digital programs.

• Identify operational and implementation requirements and synchronize migration strategies across accounts and teams.

• Ensure compliance with Pearson and partner contract terms and escalate issues when necessary.

• Investigate and confirm use cases, operational solutions, and technology implementations.

• Record implementations in CRM systems and project management tools.

• Create and manage project timelines, monitor tasks, and address potential risks.

• Resolve operational challenges faced by bookstores and facilitate alignment on cross-functional solutions.

• Conduct post-mortem analyses, identify root causes, and implement strategies to mitigate risks.

• Track and communicate the health of program delivery and team preparedness.

• Identify opportunities for operational enhancements and improve customer and user experiences.

• Conduct regular business reviews and check-ins with stakeholders.

• Keep abreast of industry trends, market dynamics, and competitor activities.

• Formulate new operational strategies and encourage innovation.

• Lead and inspire a matrixed team without direct supervisory authority.

⛳️ Requirements

• A bachelor’s degree or equivalent professional experience.

• Demonstrated experience in project management.

• Strong technical skills.

• Exceptional communication, leadership, and interpersonal abilities.

• Capability to navigate complex relationships and encourage collaboration across functions.

• Excellent problem-solving skills.

• Commitment to continuous improvement and innovation.

• Familiarity with educational technology solutions, including Inclusive Access and Equitable Access programs, is an advantage.

🏝️ Benefits

• Flexible work environment.

• Emphasis on work-life balance.

• Freedom to work from any location, at any time.

• Remote work arrangements.

• Support for home office setups and work-from-home policies addressing privacy of records, technology standards, and equipment standards.

• Reasonable accommodations for individuals with disabilities.

• Equal Opportunity Employer.

• E-Verify employer.