The Specialist, Customer Success role will be aligned to the International Higher Education line of business in the Middle East & Africa (MEA+), Customer Success function. Their engagements will span across College and University Administrators, Course-Level leaders, Department Chairs, and key faculty and heads of departments.
The role will ensure successful implementation of Pearson products and services across all institutional stakeholders. Responsibilities will include:
Serve as the primary point of contact for assigned Higher Education institutions in Türkiye, managing end‑to‑end post‑sales engagement and maintaining strong, trusted‑advisor relationships with academic, administrative, and IT stakeholders.
Conduct regular adoption reviews, governance meetings, and strategic planning sessions with Deanship offices and institutional coordinators (e.g., ITU committees).
Partner with senior administrators and faculty to advise on strategic, tactical, and operational considerations related to digital transformation and effective use of Pearson solutions.
Host periodic evaluation meetings to review performance, measure impact, and identify further digital training or adoption needs.
Lead successful enablement of new institutions, ensuring smooth rollout of MyLab & Mastering, Revel, eText, and other Pearson digital solutions.
Coordinate and deliver faculty sessions, coordinator level adoption training, and start‑of‑term preparation activities.
Health checks to ensure LMS integrations are correctly activated by global Customer Success teams, as well as institutional IT/Technology and Pearson engineering teams, especially during Institutional upgrades or infrastructure changes.
Own semester readiness activities by creating customized courses, embedding in-course support materials, and ensuring timelines align with institutional academic calendars.
Design and execute adoption plans aligned with academic cycles, monitoring usage analytics and proactively addressing adoption risks.
Deliver on‑campus and virtual faculty training on pedagogical best practices, digital tool usage, and high‑impact teaching workflows.
Provide on‑campus support during critical academic periods (midterms, finals), assisting faculty and students with issue resolution and coordinating escalations.
Offer expertise for advanced digital use cases, supporting colleagues and clients in achieving deeper, more sophisticated digital adoption.
Partner with faculty on digital learning design to optimize course alignment, engagement, and instructional effectiveness.
Produce custom reporting packages including MyLab/Revel gradebook exports, usage analytics, student performance reports, and tailored dashboards for institutions (e.g., ITU, Bilkent, Bahçeşehir, Haliç, Medipol).
Provide operational support for locally maintained products such as Pearson Kariyer Akademisi, including account creation, class setup, assignment allocation, and preparation of end‑of‑term instructor‑level reporting.
Prepare ROI and impact summaries demonstrating student learning outcomes, adoption growth, and institutional value.
Escalating complex instructor and student issues to the correct support channels, debriefing Tier 2 & 3 teams conducting in‑depth root‑cause investigations and platform testing.
Coordinate with Pearson engineering, product, and customer support teams to resolve escalations efficiently and communicate updates clearly and professionally to stakeholders.
Proactively monitor risk during high‑stakes assessment windows to anticipate potential failures (e.g., LockDown Browser issues, graphical errors, keystroke/typing bugs, timer malfunctions) and activate rapid response plans.
Collect structured feedback from faculty, students, and institutional IT teams, synthesizing insights to inform product, engineering, and Customer Success strategy.
Contribute to case studies, success stories, and best‑practice documentation to strengthen institutional partnerships and internal knowledge-sharing.
Maintain up‑to‑date awareness of market dynamics, HE digital trends, and competitive landscape in Türkiye and the MENAT region.
Lead the development and maintenance of instructional videos, user guides, and platform documentation in both Turkish and English.
Proactively communicate platform updates, feature changes, and known issues to Türkiye‑based Sales, Support, and Digi‑Teams.
Provide expert handover on complex issues to Customer Services & Support, ensuring seamless management of investigation‑heavy cases.
Partner closely with Sales on renewals, pricing updates, proposal development, and identification of expansion opportunities (e.g., new departments, institution‑wide deployments).
Work closely with Customer Success and Sales teams to monitor account health, risk indicators, and growth opportunities.
Provide management and regional leadership with monthly reports, insights, and actionable CRM updates via Salesforce (OneCRM) or equivalent systems.
Participate actively in Customer Success team meetings and contribute to shared workflows, standards, and operational excellence.
Travel up to 25% within Türkiye to provide on‑site training, support, governance engagement, and institutional partnership development.
Our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. That’s why our c. 20,000 Pearson employees are committed to creating vibrant and enriching learning experiences designed for real-life impact. We are the world’s leading learning company, serving customers in nearly 200 countries with digital content, assessments, qualifications, and data. For us, learning isn’t just what we do. It's who we are.
