Lead Client Partner

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Define and enhance global expectations, competency frameworks, and operational standards for the Account Management role.

• Develop playbooks, governance models, and best-practice frameworks across various regions.

• Establish team operating rhythms, customer engagement standards, and success metrics.

• Create scalable models that facilitate onboarding, adoption, value realization, and renewal readiness.

• Lead, mentor, and develop Customer Delivery Managers.

• Set clear objectives, expectations, and performance benchmarks.

• Promote accountability, teamwork, and a customer-centric approach.

• Provide functional leadership and capability enhancement for Strategic Account Managers.

• Oversee the post-contract customer journey from sales handover through onboarding, adoption, engagement, value realization, and renewal.

• Develop and uphold an account-health framework.

• Enhance customer governance, success planning, and executive engagement.

• Boost renewal readiness through customer evidence packs, value narratives, and success metrics.

• Identify and support growth opportunities within existing contracts.

• Collaborate with Sales, Product, Marketing, Customer Success, Implementation Delivery, RevOps, and Enablement teams.

• Serve as an escalation point for complex customer issues, renewal risks, and competitive challenges.

• Share customer insights to guide product, commercial, and strategic decisions.

• Represent Account Management in central leadership discussions.

• Provide executive insights on customer outcomes, engagement trends, renewal health, and portfolio performance.

• Contribute to shaping Pearson's approach to customer success and long-term value creation for customers.

⛳️ Requirements

• Extensive leadership experience in Account Management, Customer Success, Strategic Accounts, Post-Sales, or Customer Delivery roles.

• Proven experience in leading multi-regional or international teams.

• Demonstrated success in designing and implementing customer-facing operating models, standards, and playbooks at scale.

• Strong history of leading through influence within matrix organizations.

• Experience in developing customer lifecycle strategies that enhance adoption, retention, and renewal outcomes.

• In-depth understanding of customer adoption, value realization, retention, renewal readiness, and account growth.

• Proven success in building Account Management systems, frameworks, and governance protocols.

• Strong commercial awareness and proficiency in using CRM platforms, customer analytics, and forecasting tools.

• Exceptional executive communication and stakeholder management capabilities.

• Ability to influence senior leadership and align diverse teams toward shared objectives.

• Structured, pragmatic, and solution-focused approach to complex business challenges.

• Strong planning, organizational, and prioritization skills.

• Comfortable working in global, matrixed environments.

• Digital proficiency across technology products and customer success platforms, without needing to be a technical expert.

• Sound judgment to constructively challenge, make decisions, and provide recommendations without waiting for detailed direction.

• Desirable: Experience in Higher Education, Education Technology, SaaS, or digital learning environments.

• Desirable: Knowledge of customer success technologies and account-health methodologies.

• Desirable: Experience in leading transformation or capability-building initiatives.

• Desirable: Familiarity with strategic account planning and enterprise customer engagement models.

🏝️ Benefits

• Opportunity to influence strategy on a global scale.

• Chance to develop high-performing teams.

• Opportunity to strengthen customer partnerships.

• Ability to shape how Pearson delivers long-term value for customers in the higher education sector.

• Remote working with no regular office obligation.

• Opportunities for customer travel and varied working patterns, combining virtual engagement with face-to-face meetings.