Customer Success Operations Specialist

Pearson - Columbus, OH3.8

Full-timeEstimated: $39,000 - $51,000 a year
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**Description**

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

The Customer Success Operations Specialist is a member of the Customer Success operations team, currently reporting to the Director of Customer Success Operations, and is an important role within the Pearson North America Services Organization.

The Customer Success Operations Specialist role is responsible for identifying reporting needs, gathering and organizing data, and delivering insights on next steps to the Customer Success Leaders.

The Customer Success Specialist will engage on system change initiatives, testing data accuracy and alignment to the strategy set out by Operational Leadership. This includes User Acceptance Testing, territory report creation and evaluation, and reporting on the success of implemented systems in accomplishing Customer Success strategies.

RESPONSIBILITIES:
Pull system data to deliver guidance on customer journeys to the Customer Success Management team.

Create reporting to enhance the Customer Success leadership strategies for segmentation planning, territory transitions, process effectiveness, and correct utilization Customer Success of systems.

Map process flows to educate changes to processes and systems used by Customer Success

Track usage numbers for Customer Success services, sites and resources and create dashboards to deliver bi-weekly reporting

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

Collaborate with Customer Success Director, Manager and specialist roles to ensure department efficacy.

**Qualifications**

ESSENTIAL SKILLS & QUALIFICATIONS:
Bachelor’s degree required

Previous experience in training, operations, customer success/service or account management required

Technical knowledge of One CRM, OneCRM reporting, Tableau, Excel, and other Salesforce tools and add-ons.

Aptitude with Pearson learning products

Experience with Lucidchart or similar collaborative charting and diagram software

Skill in managing data in google sheets or Excel

Asks questions to understand the business and technical needs of various teams, and can articulate them to others

Curious, insightful, organized approach to understanding data needs in the department and visualizing them in impactful ways

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.

**Primary Location: ** US-CO-Centennial

**Other Locations** US-OH-Columbus

**Work Locations: ** US-CO-Centennial-2154 East Commons 2154 East Commons Avenue Centennial 80122

**Job: ** Sales

**Organization: ** North America

**Employee Status: ** Regular Employee

**Job Type: ** Standard

**Shift: ** Day Job

**Job Posting: ** Jun 3, 2019

**Job Unposting: ** Ongoing

**Schedule: ** Full-time Regular

**Req ID: ** 1907584

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.