Advanced Associate, Customer Success
Our mission is to partner with schools to deliver learner progression. All students from the age of 5 through to 18+ have their own individual learner journeys. Alongside their teachers, Pearson helps them make the progression most appropriate to them, whether onto Further or Higher Education, Apprenticeships or directly into work. Through a consultative, collaborative sales approach we support our school customers with the right choice of products and services for their learners.
The Advanced Associate, Customer Success role supports the Sales team to achieve revenue and retention targets and develop our market share through excellent customer support and consultative selling. This is achieved through curriculum guidance, offering qualifications, generating field appointments, providing digital solutions and a Pearson product and service surround which exceeds expectations and meets the required Standards Objectives. This role aligns with industry-level titles such as Customer Retention Specialist (CRS).
The CRS also supports business retention in key qualifications and learning services through telephone and email contact with schools, marketing-qualified leads, and live‑chat support through our websites.
The CRS works closely with field and internal colleagues – Senior Partnership Managers, Subject Curriculum Managers, Senior Development Managers and Business Development.
This role is term‑time only and predominantly home‑based, with occasional visits to the office as required.
MAIN ACCOUNTABILITIES
- Achieve agreed market penetration and retention targets against key business priorities and defined segments, products and services.
- Work proactively with sales colleagues to coordinate sales activities at centres/schools.
- Provide advice, guidance and support to centres/schools through meetings, emails and phone channels.
- Give effective intelligence on the customer experience.
- Compile and collate key data to support revenue and retention targets.
- Support CDMs in business growth for designated centres or campaigns by passing leads and offering field appointments.
- Manage an allocation of top‑priority centres/schools and secure qualification retention and upsell of SLS.
- Develop specialised knowledge in key subjects/services to demonstrate to customers through online/telephone support calls.
Business Development
- Work with the wider sales team to promote the Pearson proposition to defined centres, maintaining and supporting existing business and securing defined business growth.
- Achieve and strive to surpass regional sales targets and campaign targets for maintenance and business growth in defined centres.
- Use Salesforce system as specified.
- Provide accurate data to support market penetration and retention targets.
Account Management
- Work with schools to promote the Pearson proposition using agreed strategies to achieve market penetration and retention objectives.
- Provide management information on the schools to assist UK School sales strategies and market intelligence.
- Carry out targeted and focused activity with Heads of Department across key stages 3, 4 and 5 for Pearson qualifications, resources and digital products and services to support retention and new business.
Customer Service
- Respond positively to all customer enquiries and ensure outcomes are delivered within agreed service levels.
- Maintain necessary product knowledge of the Pearson proposition to ensure a high quality of customer services to centres.
Adhoc activities
- Deliver ad hoc activities throughout specific terms to meet customer needs and maintain flexibility.
- Other activities as agreed with the line manager.
Measures of Success
- Achievement of agreed market acquisition and retention targets.
- Effective flow of materials, leads, appointments and information to field staff and schools.
- Effective account management of customer relationships and schools.
- Adherence to quality procedures.
- Feedback from internal and external customers.
REQUIRED SKILLS/EXPERIENCE
Essential
- Hard‑working and highly motivated individual with excellent interpersonal skills.
- Excellent organisational skills, ideally with a customer service or sales background.
- Digital skills including familiarity with Office products and mobile technologies.
- Ability to work independently or as part of a team.
- Creative problem‑solving skills and effective resolution of problems.
- Pro‑active, self‑starter attitude.
- Exceptional written and oral communication skills.
- Numerate and detail oriented.
- Goal driven and adaptable.
Desirable
- Experience in a customer service or sales role.
- Phone‑based customer support experience.
- Understanding of key education initiatives in the UK.
- Knowledge of Pearson product and qualification portfolio.
- Previous experience in a digital support or sales environment.
ROLE QUALIFICATIONS
- Level 2 qualifications or equivalent, including Maths and English (essential).
- Previous experience of phone‑based sales in a B2B environment (desirable).
- Digital skills including familiarity with Office products and mobile technologies.
Your rewards & benefits
We know you’ll do great work, so we give a lot back with some of the best benefits in the business. Our workplace programmes meet the diverse needs of our teams and their families.
Please see our attractive UK benefits here: Pearson Jobs – Benefits
Who we are
At Pearson, our purpose is simple: to help people realise the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn’t just what we do. It’s who we are. To learn more: We are Pearson.
Pearson is an Equal Opportunity Employer and a member of E‑Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.
Job: Customer Success
Job Family: GO_TO_MARKET
Organization: Assessment & Qualifications
Schedule: FULL_TIME
Workplace Type: Hybrid
Req ID: 23936
#J-18808-Ljbffr