Job Description

Advanced Associate, Customer Success

The team’s initial focus will be on supporting existing customers with the renewal and retention of digital subscriptions, ensuring a smooth and value-driven experience throughout the customer journey. They will manage customer cases related to cancellation requests, subscription changes, and proactively identify upsell and cross-sell opportunities. In addition, the team will play a key role in the onboarding and retention of Active Hub customers, ensuring both new and existing schools receive consistent, high-quality support that drives engagement and long-term success

The Advance Associate role supports the Sales team in the United Kingdom to achieve revenue and retention targets and develop our market share through excellent customer support and consultative selling. This is achievedthrough product support and guidance, providing digital solutions and a Pearson product and service surround which exceeds expectations.

An Advanced Associate is responsible for supporting local Sales teams in developing and retaining Pearson business across a variety of products and services.
The Advance Associate will also be responsible for supporting business growth and retention of key qualifications. This will be achieved through front-line support with Senior Leadership Teams and Heads of Departments in Schools across United Kingdom.

A Day in the Life An Advanced Associate focused and manages accounts to build and deepen relationships with our customers. The Advanced Associate determines how Pearson’s products and services can be effectively applied to support achievement of a customer’s goals to deliver learner progression. Advanced Associates reports to the Manager of Customer Success.

On a given day, an Advanced Associates will spend time:

• Consulting with new and existing customers to coordinate onboarding, discover partnership objectives and develop success plans to drive value

• Serving as an escalation point for issues that impacts the business

• Reviewing usage data, overcoming challenges and proactively working to uncover and mitigate retention risk

• Discovering any additional opportunities to compliment the customer’s needs and share leads with our wider sales team.

• Maintaining regular contact with stakeholders and key contacts as well as keeping up-to-date strategic success plans. Advocate as their voice and provide regular updates internally ensuring visibility to your customer's needs.

• Leading on and delivering an effective customer onboarding and renewal program.

• Working as part of a collaborative Customer Success team, supporting each other and the needs of our customers.

• Advanced Associates are closely aligned with all customer-facing teams and share a unified goal to make success happen. Advanced Associate’s also align internally with Marketing, Product and Customer Services to share success stories and insights that drive our products forward.

Key Deliverables

• Renewal plans – Delivering clarity on what the customer wants to achieve and why, where are they now and what next in the subscription journey. Each customer should have an active renewal plan

• Cross/Upsell – Identify and pass leads to local sales teams and contribute to Sales Revenue Targets through individual sales and retention.

• Exceptional Customer Support - Respond to our customers needs in a professional and timely manner.

Role Progression

Within 1 month, you will:

• Complete new hire onboarding including e-Learning courses, manager led training, role specific mentorship/or buddy, and more

• Meet with key stakeholders across the business that you will interact with frequently

• Review and understand your assigned territory and customers

• Learn best practices, processes, and business tools that enable us to be successful

• Receive training on Pearson’s core values

• Document customer cases, create quotes/orders and update contact information in Salesforce

Within 3 months, you will:

• Begin resolving cases independently

• Respond to inbound communication channels such as Live-chat, email and telecomms

• Maintain and deliver custom retention plans for assigned accounts

• Confidently overcome primary objections and cancellation requests

• Continue to build and expand relationships throughout the company

• Document customer profile, plans and contact information in Salesforce

• Leverage data to prioritise and focus on what matters most

Within 6 months, you will:

• Become a trusted Advance Associate and advocate for your customers’ voice

• Provide guidance to customers on how to maximize the value our solutions for their business

• Provide feedback on ways to improve customer and user experience

• Be challenged and encouraged to broaden your skills

About You:

• Passionate about customer success and excellence

• Highly adaptable, quick thinker and inquisitive

• Strong oral (English) and written communication skills are a must

• Ability to listen to, empathise and understand our customers needs

• Ability to diligently problem solve and trouble-shoot independently

• Interest in technology and confidence to demonstrate products

• A team player with an appreciation for Pearson’s core values

What Sets us Apart?

Benefits and Rewards

We’re confident you’ll excel here, so we offer some of the most competitive benefits in the industry. Recognising that everyone’s needs are unique, our workplace programmes are designed to support our diverse teams and their families. When you become part of the Pearson family, you can expect a variety of options—here are just a few of the benefits you’ll enjoy:

• A competitive salary

• 20 to 26 Days annual leave

• 3 days of volunteer leave and 2 days of social justice leave

• A fantastic pension plan

• Maternity, paternity, and family care leave

• Flexible work policies

• Save for shares scheme to purchase shares at a discount

• Other benefits include private dental care, private medical insurance, employee wellbeing assistance, and much more.

Diversity, Equity & Inclusion

We’re committed to equity and opportunity, so that all learners can realise the life they imagine and see themselves in our services and products. We believe learning is a powerful force for change, and that diversity, equity and inclusion are fundamental to who we are. We’re committed to addressing all forms of systematic racism, discrimination and inequality in everything we do.

We also believe in giving everyone in the company the chance to help shape a more inclusive culture, in which everyone feels a sense of belonging and in which everyone acts with integrity day-in, day-out. To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here.

Pearson is an equal opportunities employer. We do not discriminate against employees or job applicants and select the best person for each job based on relevant skills and experience.

We are also committed to building an accurate picture of the make-up of the workforce and encouraging equality and diversity.

The information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

We are a Stonewall Gold and Top 20 LGBT+ inclusive employer, Investors in People Gold, Race Charter signatory, Disability Confident employer and Working Mums Top Employer.