Enterprise Customer Success Rep (ECS)

$60,000 - $70,000/Yr

Pearson Education - Olympia, WA

Full-time - Entry Level

Remote - Olympia, WA

10,001+ employees

Publishing Industries

About the position

The Enterprise Customer Success Rep (ECS) is a vital member of the North America Sales Organization at Pearson, reporting directly to the Director of the Business-to-Business Education Team. This role is designed for individuals who are passionate about customer success and are eager to contribute to the growth of Pearson's B2B Education customers, which include Career, For-Profit, and Higher Education accounts. The ECS is tasked with ensuring sales growth, customer satisfaction, and successful implementation of Pearson's diverse portfolio of products. This position is fully remote, allowing the ECS to collaborate with various internal teams, including finance, sales operations, and product management, to provide exceptional support to customers. In this role, the ECS will evaluate customer needs and connect them with appropriate Pearson solutions, delivering impactful demonstrations of Pearson's courseware products. They will oversee the onboarding process for customers, ensuring that digital access is set up correctly and that users are oriented to the user experience. The ECS will also be responsible for driving instructor success by providing the necessary skills, information, and ongoing training to maximize the impact of Pearson's digital products in their courses each term. The ECS will utilize reports and data to analyze market share, prioritize accounts, and make informed decisions that impact their territory. Critical thinking and adaptability are essential, as the ECS must tailor solutions to meet evolving customer strategies and specific territory requirements. This role requires a detail-oriented individual with empathy and the ability to thrive in a fast-paced environment, managing large customers without compromising quality. Collaboration with internal stakeholders is crucial to monitor sales growth and ensure quality assurance across the board. The ECS will also support Pearson's Diversity, Equity, and Inclusion (DEI) initiatives, demonstrating a commitment to lifelong learning and teaching.

Responsibilities

• Evaluate customer needs and connect them to appropriate Pearson solutions.
• Deliver high impact demonstrations of Pearson courseware products.
• Ensure successful customer onboarding, digital access setup, and orientation of the user experience.
• Drive instructor success with necessary skills, information, and ongoing training.
• Utilize reports and data to analyze market share and prioritize accounts.
• Adapt solutions to meet evolving customer strategies and territory requirements.
• Collaborate with internal stakeholders to monitor sales growth and quality assurance.
• Communicate effectively on account health and provide action plans for renewals.
• Engage positively as a team member in a high-functioning sales team.
• Build relationships with instructors for case studies and promotional activities.

Requirements

• Bachelor's Degree or equivalent experience.
• Customer-facing experience in customer success, customer service, account management, or corporate training.
• Experience in Edtech, Customer Success, Higher Education, or Sales.

Nice-to-haves

• Strong execution skills and attention to detail.
• Ability to work in a fast-paced environment.
• Empathy and customer-centric approach.
• Critical thinking and analytical skills.

Benefits

• Annual incentive program participation.
• Comprehensive health insurance options.
• 401(k) retirement savings plan with matching contributions.
• Paid time off and holidays.
• Professional development opportunities.