Enterprise Customer Success Rep (ECS)

$60,000 - $70,000/Yr

Pearson Education - Carson City, NV

Full-time - Entry Level

Remote - Carson City, NV

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 and services. 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. The ECS will utilize reports and data to analyze market share, prioritize accounts, and make informed decisions that affect their territory. Critical thinking and adaptability are essential, as the ECS must tailor solutions to meet the evolving strategies of customers. Attention to detail, empathy, and the ability to thrive in a fast-paced environment are crucial for managing large customer accounts without compromising quality. Collaboration with internal stakeholders is key to monitoring sales growth and ensuring 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 and digital access setup.
• Orient users to the user experience and ensure correct student usage of Pearson products.
• 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 account health and provide action plans for high-risk accounts.
• 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 detail-oriented mindset.
• Ability to work in a fast-paced environment.
• Empathy and customer-centric approach.
• Experience with data analysis and reporting.

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.