Advanced Associate, Customer Success (Fixed Term)

The Role

The Advanced Associate Customer Success is a key role within the Customer Success team responsible for revenue retention activities by owning the post-sale customer experience from onboarding through key account management to closing renewals. Driving successful adoption and value realisation for our digital customers is the core purpose of this role.

About Pearson Clinical

At Pearson Clinical were the global leader in clinical assessment. Since 1921 weve been developing & distributing psychological testing materials for use in assessing intelligence memory neurocognitive functioning academic achievement personality learning and developmental delayspeechand motor disabilities and many more.

We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology and each other to surpass these boundaries we create seeds of learning that become the catalyst for the worlds innovations personal and globallargeand small.

Weve seen digital customer needs accelerate/emerge in response to COVID-19 and beyond.

As a result of this growth and evolution we are further expanding our International Customer Success Teamin ordertosupport our digital customersglobally and drive organisational success throughour customer led growth approach to digital business.

About the team

The Customer Success team is responsible for focusing on the customer journey and engagement post-sale. It also provides support to the sales team by providing key insights into post sale customer behaviour/metrics. This involves proactively engaging with customers to understand their goals providing them with the necessary resources and support and delivering a world class customer experience.

The team focuses on building strong lasting relationships to key account customers by offering personalised solutions addressing any challenges promptly and continuously demonstrating the value of Pearson assessments. Ultimately the Customer Success team aims to enhance customer satisfaction foster loyalty and drive business growth through increased retention and advocacy.

• The Advanced Associate will focus on key accounts and be responsible for leveraging data on their customer health via our bespoke dashboard metrics to effectively liaise with relevant accounts to drive successful customer outcomes client satisfaction and overall business revenue growth.
• Additionally the Advanced Associate will play the leading role in delivering am enhanced white glove service in onboarding new Assessment Library customers.
• They will also partner closely with Sales to help them achieve revenue targets and identify future digital growth opportunities.
• Strong relationship-building skills and a passion for helping customers succeed combined with an affinity for metrics and analytics are key to success in this role.

Key Accountabilities

• Develop a trusted advisor relationship with customers so that all activities are closely aligned with the customers needs allowing the full potential of our platform tools and services to berealised.
• Monitor customer health metrics to conduct qualitative and quantitative analysis aligned to their and Pearson goals to ensure they are on track to achieve value while solving for those that are off track.
• Establish and oversee the customers adoptiontrainingand development of best practice use to continually drive incremental value and return on the customers investment.
• Identify expansion opportunities individually and collaborate internally with colleagues via defined pathway to develop their growth. This will include the requirement to work jointly with sales colleagues in customer meetings in order to understand the business structures of potential new customers thus leading to a high-quality tailored onboarding experience. This will also enhance your personal development and understanding of the customer groups that we serve.
• Disseminate Pearson best practices
• Co-ordinate and liaise with technical and operational teams to ensure that best in class service is delivered.

What we are looking for in you

• Strong verbal and written communication skills
• Previous experience of working in a Customer Success (or equivalent role) or a genuine passion to embrace the Customer Success culture
• Strong organisational skills with experience in managing customer lifecycles.
• Capability to build trust rapport and strong professional relationships internally and externally. Passionate about being a customer advocate.
• Strong analytical skills with problem solving can-do attitude.
• Good working knowledge of Microsoft Office. Experience of working with Salesforce CRM and Tableau are desired but not essential.
• A true team-player with capacity to multi-task with minimal supervision to meet deadlines.
• Ability to travel occasionally as required by the role
• A passion for Customer Success and/or digital technology is required. An interest is psychology/allied health therapy is also desirable.
• Demonstrated ability to communicate present and influence credibly and effectively at all levels of a customers organisation: Clinical Psychologist to procurement administrator.
• Target oriented: tenacious ability to meet and exceed retention and renewal targets

About You
You bring experience in Customer Success or a strong passion for customercentred work combined with the ability to build credibility and trust with a wide range of stakeholders. You operate with a customerfirst mindset and use data and insight to guide your decisions.

You thrive in an environment where collaboration ownership and continuous improvement matter. Whether youre partnering with Sales liaising with technical teams or supporting customers at different levels of their organisation youre confident adaptable and outcomefocused.
Youll likely bring:

• Strong written and verbal communication skills
• Experience managing customer lifecycles and multiple priorities
• Strong relationshipbuilding and stakeholder management capabilities
• Analytical thinking and a practical problemsolving approach
• Comfort using tools such as Microsoft Office; experience with Salesforce or Tableau is beneficial but not required

A passion for digital technology customer success and (ideally) psychology or allied health environments will help you succeed in this role.

What Youll Get
This role offers the opportunity to build deep expertise in Customer Success within a global purposedriven organisation that is shaping the future of learning and assessment. Youll develop commercially valuable skills in account management datadriven decision making renewals and crossfunctional collaboration.

Youll be part of a supportive highperforming team where your impact is visible and your development is encouraged. This role connects directly to Pearsons broader digital growth strategy giving you exposure to how customer experience retention and innovation come together to drive sustainable success.

In return we offer a competitive and flexible benefits package designed to support your wellbeing growth and life outside work including:

Ready to Make an Impact
Apply now and help shape exceptional customer experiences that drive longterm value and growth.