Advanced Specialist, Customer Success

Role purpose

Pearson Professional Assessments is seeking an experienced Advanced Specialist Customer Success to directly support our clients in delivering high-stakes assessments.

The role involves a mix of contract account and project management to ensure the successful delivery of Pearson Professional Assessments products and services in accordance with contractual timelines and obligations.

This role is ideal for an experienced customer-facing professional who has delivered revenue-generating initiatives and operations managed multiple client accounts and is able to build strong client relationships.

This is a senior role within the Customer Success team operating as a trusted partner to clients and an internal leader across cross-functional teams.

Key responsibilities

• Act as the primary relationship owner for complex strategic client accounts building long-term partnerships grounded in trust and credibility.

• Working with clients and teams across Professional Assessments lead the end-to-end readiness and delivery of high-stake assessments and initiatives ensuring alignment to client objectives timelines and contractual commitments.

• Own and manage service performance against client contracts KPIs and SLAs ensuring delivery meets agreed commercial and operational outcomes.

• Navigate and resolve complex client challenges balancing requirements with scalable and sustainable solutions.

• Proactively identify risks issues and dependencies and drive mitigation actions to protect delivery and customer outcomes.

• Influence stakeholders (internal and external) to drive alignment decision-making and momentum.

• Lead client-facing governance including executive updates account reviews and stakeholder engagement.

• Contribute to continuous improvement of service delivery products and customer success practices.

• Responsible for commercial growth through identification of opportunities contribution to bids/tenders and expansion of existing accounts.

• Provide informal leadership coaching and guidance to junior team members where required.

Skills knowledge & experience

• Significant senior-level experience in client-facing contract and account management roles managing high-value and strategic client accounts. Experience should include client retention responsibility and program/product expansion achievements.

• Strong commercial understanding including contract management SLAs KPIs and change control.

• Demonstrated experience leading cross-functional projects with multiple stakeholders (internal and external).

• Knowledge and experience using project management tools and techniques.

• Proven ability to translate complex problems into structured actionable solutions.

• Excellent communication and stakeholder management skills with the ability to influence at senior levels without direct authority.

• Strong organisational and prioritisation skills with the ability to manage competing priorities effectively.

• Experience managing risks issues and delivery across scope cost quality and timelines.

• Strong problem-solving negotiation and decision-making capabilities.

• Experience with the delivery of computer-based assessments and qualifications is preferred.

Working arrangements

We offer flexible working arrangements including hybrid working to support work-life balance whilst meeting business and client needs. A commitment to peak time delivery is required to fulfil global client needs.

Your rewards & benefits

We know youll do great work so we give a lot back with some of the best benefits in the business. We know one size doesnt fit all so our workplace programs meet the different needs of our diverse teams and their families too.
Please see our attractive UK benefits here: Pearson Jobs Benefits