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Customer Success Operations Lead

Pearson

This is a Full-time position in Indianapolis, IN posted June 9, 2021.

Customer Success Operations Lead (SALESFORCE)
– Remote Indianapolis , Indiana

Customer Success Operations Lead (SALESFORCE)
– Remote
– ( 2103562 )

Description

We are the world’s learning company with more than 24,000 employees operating in 70 countries.

We combine world-class educational content and assessment,powered by services and technology, to enable more effective teaching and personalized learning at scale.

We believe that wherever learning flourishes so do people.

SUMMARY:

The Customer Success Operations Lead is a member of the Customer Success operations team, reporting to the Director of Customer Success Operations.

You will join a growing organization that is reinventing the way that Pearson interacts with our customers.

As an essential function for a subscription-based economy, Customer Success at Pearson is at the forefront of delighting customers and adding value to drive their usage and strong retention.

As the Operations Lead, you will get to work with department leaders to maximize systems and processes to enable our growing team.

You will be part of a team that includes experienced training and data reporting specialists and will build partnerships with services, sales, and support stakeholders to develop and strengthen shared processes and systems and ensure Customer Success operations are educating upstream dependencies.

You will work with the Director of Customer Success Operations to research and design Customer Success operational needs and models for future markets and products.

You will be in charge of gathering Customer Success business requirements to ensure continuous improvement of the operational roadmap that enables Customer Success to engage effectively and bring value to higher education faculty using Pearson courseware solutions and ebooks.

You will use your skills in business process mapping and requirements documentation to inform the implementation of new processes and systems.

You will monitor the effectiveness of processes and systems and aim to continuously improve them.

RESPONSIBILITIES:

Engage Customer Success leadership to define business needs and requirements to create and improve department operational roadmaps.

Partner with the greater Services organization and Sales ops to ensure operational roadmaps are coordinated, and that Customer Success workflows reflect updates to changing ways of working.

Document use cases and journeys to inform process design and requirements.

Evaluate system capabilities to meet business requirement and process gaps to improve Customer Success Journeys.

Implement processes, technology and reporting to enable operational models

Complete user acceptance testing of business requirements, providing approvals in time for delivery to production.

Collaborate with Training and Enablement role to ensure department training efficacy.

Gather data and user feedback of existing processes and systems to drive improvements in usage and implementations.

Develop new 1-to-many operational models to drive and measure retention of customers

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify.

All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Qualifications

2-3 years of experience in an operations or services enablement role, with a focus on Customer Success or similar function for a SaaS business

Strong knowledge of Salesforce and Excel; Marketing Cloud a plus

Experience in drafting business requirements; writing Salesforce change requests preferred

Understanding of tool integration capabilities with Customer Relationship Management Systems

Fundamental Project Management skills, methodologies and tools, such as R.A.C.I, smart sheets, etc.

Experience with Customer Success models and services.

Organized and able to work on both long-term projects and requests requiring a quick turnaround.

Skilled in asking probing questions to understand the business and technical needs of various teams, and can articulate them to others

Ability to create and present workflow process and visuals for multiple audiences including executive summaries and high-level business stakeholders

Experience defining process gaps and communicating their impact against timelines

Curious, imaginative, detail-oriented, and able to align their work towards department Vision

The anticipated starting salary range for Colorado-based individuals expressing interest in this position is $70,000
– 80,000 per year.

This position is eligible to participate in an annual incentive program.

Benefits available to eligible employees can be seen at: https://pearsonbenefitsus.com/

If you are a qualified individual with a disability and are unable or limited in your ability to use or access this site as a result of your disability, you may request reasonable accommodations by emailing ppsmhr@pearson.com .

Please follow the links to “EEO is The Law” , which describes the Federal laws prohibiting job discrimination based on race, color, sex, national origin, religion, age, equal pay, disability or genetic information, and the “EEO is the Law Supplement” which has additional information for Federal Contractors.

The Pay Transparency Nondiscrimination Provision provides applicants and employees notice that Pearson will not discriminate against them for inquiring about, discussing or disclosing their pay or, in certain circumstances, the pay of their co-workers.

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify.

All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and/or expression, genetic information, disability status, veteran status, national origin or any other characteristic protected by law.

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