Job Details

Join Our Team!

Pearson is the world's leading learning company. Our Pearson Assessment for Learning Suite (PALS) is a comprehensive portfolio of K-12 school assessment solutions including formative and interim academic assessments, social/emotional wellness screeners, and MTSS solutions. Our Partner Success team is dedicated to ensuring effective and successful implementation of these products across school districts nationwide!

About the Role

As a Customer Success Partner, you will manage a specific portfolio of midsize school district accounts, taking ownershipof the implementation journey for all PALS products.

Your primary goal is to transform Pearson's School Assessment customers into valued partners.

We believe success is grounded in our three core pillars:

1. Maximize product value

2. Simplify the partnership experience

3. Foster joyful loyalty to the Pearson brand

Joining our newly formed Success team means contributing to an evolving and innovative approach. If you're seeking a structured and mature Success organization, this might not be the right fit. However, if you're excited about shaping new systems and practices, we want to hear from you!

Key Responsibilities

• Implementation Strategy: Create tailored strategies for each partner, aligning our implementation milestones with the account's unique educational goals and technology landscape.

• Set clear implementation goals and foster shared investment in a successful partnership, ensuring all parties understand the defined metrics for success.

• Onboarding: Assist partners with roster data integration, platform configurations, and compliance requirements to guarantee seamless setup.

• Facilitate onboarding activities leading up to the 'go live' phase, ensuring clear communication and collaboration with both the account and Pearson teams.

• Nurturing Relationships: Utilize data systems to proactively monitor account health, drive product adoption, reduce churn, and enhance brand loyalty.

• Engage with accounts showing signs of disengagement to implement recovery strategies that rekindle partnerships and improve account health.

• Be prepared to travel up to four nights per month to support key implementation milestones or attend conferences alongside your accounts.

• Collaboration for Account Success: Work closely with cross-functional Pearson teams including Product, Technology, Marketing, Sales, Professional Development, and Support to ensure a holistic customer experience.

• Contribute to constructive feedback loops that enhance our business operations and improve customer satisfaction.

• Insights & Innovation: Transform product usage data into actionable insights, linking them to the goals and strategies of your partners.

• Focus on systems and scalability to improve customer experience, enhance business efficiency, and strengthen industry leadership.

Success Partner Competencies: Competencies extend beyond knowledge to reflect real-world application. Our team employs a framework of seven competencies across five performance levels, including:

1. Product & Industry Expertise: In-depth knowledge of PALS products and education trends.
2. World-Class Partnership Management: Build enduring, trust-based relationships.
3. Communication & Influence: Deliver clear and compelling communications, advocating for partners.
4. Strategic Thinking: Develop scalable processes and leverage data for decision-making.
5. Accountability & Results Orientation: Deliver reliably and proactively manage risk.
6. Adaptability & Growth Mindset: Embrace change and integrate feedback positively.
7. Insights & Business Acumen: Convert data into valuable insights driving innovations.

All Success Partners are expected to achieve Mastery in most competencies while developing their skills across others.

Qualifications

Must Haves:

• Experience as a K-12 educator in US public schools.

• Proven record of using assessment data to positively influence student outcomes.

• A commitment to collaboration and a focus on the customer journey.

• Exceptional organizational and time management skills.

• Outstanding relationship-building abilities.

• Ability to communicate effectively while nurturing value and protecting business interests.

• Attention to detail in technical setups and configurations.

• Willingness to travel as needed (up to 4 nights/month anticipated).

Preferred:

• Experience in EdTech and/or Customer Success.

• Familiarity with CRM tools like Salesforce and Microsoft O365 Suite.

• Knowledge of One Roster data specs and roster integration technologies.

• Understanding of assessment measurement models.

• Location near key Pearson hubs (like Denver, Austin, Cedar Rapids) is advantageous.

What You Can Expect:

• Strong coaching support from your manager and resources for professional development.

• Opportunities to lead and contribute as our team evolves.

• A culture that emphasizes operational excellence, impact, and enjoyment.

• Remote-first flexibility with access to Pearson office spaces when desired.

• Commitment to inclusion and belonging within our workforce.

• Competitive compensation and benefits, including health insurance, retirement plans, stock options, parental leave, education reimbursement, wellness resources, and more.

Who We Are:

At Pearson, our mission is straightforward: to help individuals realize their potential through learning. Every learning opportunity is a stepping stone for personal breakthroughs. We are the world's lifelong learning company; learning is at the core of our identity. Learn more about us at Pearson.

Pearson is an Equal Opportunity Employer and a participant in E-Verify. Employment decisions are made based on qualifications and business needs. All applicants will be considered for employment without regard to race, ethnicity, religion, gender, sexual orientation, age, national origin, veteran status, disability, or any other legally protected status. We actively encourage applications from qualified candidates who are protected veterans or disabled individuals.

If you have a disability and require assistance with our career site, please request reasonable accommodations via email.

Job: Customer Success

Job Family: GO_TO_MARKET

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Workplace Type: Remote

Req ID: 22065