Program Manager

About the position

As Customer Program Manager (CPM), you play a crucial role in ensuring our customers achieve success with Pearson’s WFS products by collecting, managing and analyzing data to improve customer success operational efficiency and effectiveness. Your focus will be creating strategic programs that accelerate customer adoption of our products, tracking their success, and managing the operational needs of the Customer Success team while contributing to a culture of operational excellence. This is an individual contributor role.

Responsibilities

• Create and maintain dashboards, views, and reports allowing insights to team performance and impact against our objectives.
• Leverage AI to elevate post-sales customer experience and help customers adopt their solutions while improving customer success effectiveness and efficiency.
• Analyze data, recommend improvements, and communicate efficiency and effectiveness of CS programs to CS leadership.
• Provide strategic direction on leveraging systems and tools to drive the business reporting and insights, regularly collect feedback from CS leaders and update playbooks and reporting as processes change.
• Standardize customer journey across all customer types, automating wherever possible.
• Ongoing communication, enablement, and governance of existing and new processes that impact CS organization, customers, and cross-functional partners (sales, product, marketing, finance).
• Continuously improve existing low and high touch motions, journeys, and calls to action based on customer segment.
• Manage our Customer Success Platform, including data management, building playbooks, dashboards, and training material.
• Connect external systems and data sources to CRM tool with vision of creating a single source truth for the Customer Success organization.
• Establish the basis for AI, develop content libraries that can be aligned with data.

Requirements

• A self-starter with the ability to build this role and define new practices and processes.
• Experimental mindset with a passion for A/B testing new strategies to drive customer adoption.
• Operationally minded with a focus on finding new ways to improve inefficiencies and automate processes.
• Data-driven approach to decision-making.
• Passionate about innovating new customer experiences.
• Creative, resourceful, detail-oriented, and well-organized.
• Ability to embrace the mentality of continuous improvement and actively contribute to team processes and procedures.
• Flexible and willing to adapt processes, workflows, and customer management in an ever-changing environment.
• Coachable and receptive to feedback.
• Willing to grow with a team that values laughter, accountability, and mutual support.
• Commitment to helping learners achieve their goals.

Benefits

• Compensation influenced by skill set, level of experience, and specific location.
• Full-time salary range between $90k and $110k annually.