Customer Success Manager facilitating B2B client retention and renewals for Front, the customer operations platform for complex customer interactions. Driving outcomes and managing post - sale partner relationships.
About the role
- Customer Success Specialist onboarding and implementing Pearson’s digital learning products for higher education institutions. Analyzing usage and providing strategic customer support in the Philippines.
Responsibilities
- Understand product functionality, features, and best practices across all Pearson HED digital products.
- Guide customers through the onboarding training ensuring they understand the product features and how to use them effectively.
- Provide implementation and integration set up with institution LMSs.
- Provide ongoing strategic advice to customers, helping them align product use with their goals and maximize ROI.
- Analyze customer usage data to understand how they engage with the product, providing insights for improving their experience.
- Address customer inquiries and issues promptly, coordinating with tech support teams as needed to ensure swift resolutions.
- Monitor customer account health metrics, proactively identifying and addressing potential churn risks.
- Identify opportunities for upselling additional products or services and work with key account manager on renewals to drive revenue growth.
- Build and maintain strong, long-term relationships with customers, together with key account manager, serving as their main point of contact.
- Gather feedback and insights from customers to drive product and service improvements.
- Provide digital training to sales team and channel partners.
Requirements
- Bachelor's degree or higher level of tertiary qualification.
- 3 or more years of working experience in Outside Sales; teaching, training, technical support and customer success.
- Experience in the Education market, with knowledge of educational software (preferrable).
- Experience in Learning Management System integrations (preferrable).
- Basic experience in digital courseware troubleshooting.
- Excellent problem-solving and decision-making skills.
- Strong project management skills.
- Excellent verbal, written and presentation skills.
- Ability to travel within the Philippines.
Benefits
- Bonus leave day, to invest in your learning as well as volunteer day to give back to the community
- Flexible hybrid working
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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