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Customer Success Representative

Company: Pearson
Location: Lansing
Posted on: November 18, 2021

Job Description:

We are the world's learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people. 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. Summary We are seeking a Customer Success & Support Representative (CSSR) to provide support coverage for the US West Coast time zone shift. This is a great opportunity for a driven, goal-oriented, high performing and customer-focused individual. The Customer Success & Support Representative (CSSR) ensure customer's success with Pearson digital solutions. They equip customers with the skills needed to derive the maximum value from their digital solution to improve teaching and learning outcomes. Attention to detail, empathy, and the ability to work in a fast-paced environment, handling large volume without sacrificing quality, are critical to be successful in this position. Overall Responsibilities: * Responsible for working across an assigned territory of ELT/ELL, Higher Education, Government, and Corporate accounts to ensure instructor success and overall satisfaction with Pearson's digital products. * Responsible for initiating High Touch Journeys with instructors for Pearson solutions and products, resulting in a positive experience and cultivating instructor confidence. * Evaluate customer needs to ensure instructors are on the appropriate customer journey to drive successful onboarding, digital access setup, orientation of the user experience, and preparation to manage student use. * Responsible for driving direct instructor success with the necessary skills, information, and on-going training and assistance they need to maximize the impact of our digital product(s) in their course each term, as part of the instructor Customer Success Journey. * Expected to use reports and data to analyze, prioritize, and make decisions regarding accounts in ELT territories. This includes initiative to onboard instructors well ahead of their term start and being able to understand and communicate account health. * Must be able to think critically. At times, they will need to adapt solutions to meet evolving customer strategy and specific territory requirements. * Collaborate with Support, Marketing, Sales Manager and Director of Digital Sales to maintains all scripts and templates associated with Email and Chat communication through Pardot, Playbooks, OneCRM, MS Team, and Outlook. * Place customer orders, create customer quotes, process desk copy requests from conferences, follow-up with customer service on invoicing * Communicate directly with customers via various channels (e-mail, instant live chat, forum , phone, etc.) and handle incidents until resolution is achieved. * Accurately process and record call transactions using a designated tracking system * Escalate incidents when appropriate to customer support manager or using defect tracking system. * Acquire and maintain detailed knowledge of products, incidents, and resolutions. * Assist in maintaining and creating help documents and guides. * Be able to provide product/system technical support training to other staff. * Assist in defining best-in-class on-boarding processes and documents to ensure consistency and standardization * Responsible for providing in live webinar platform training to internal stakeholders and external customers (individual or group sessions), and at sale conferences. * Be able to provide support coverage during holiday and weekend where necessary. * Work on special support projects as assigned. Qualifications REQUIRED EXPERIENCE: * Bachelor's degree. Formal knowledge of technology-based language instruction preferred. * Atleast 3 years of experience in technical support or help desk. SKILLS/KNOWLEDGE/ABILITIES * Critical thinking: Ability to assess, analyze, and take action independently. * Self-Motivation: Demonstrated drive to achieve beyond what is expected in a customer service, customer success, software, or higher education space * Technical proficiency: Experience applying technology in an educational or corporate setting and demonstrated ability to learn new technology quickly * Communication: Professional communication skills over various channels with internal and external stakeholders * Time Management: Ability to prioritize and handle multiple concurrent requests. * Interest in education and educational technology: Experience or curiosity about the development of traditional and technology-based intellectual property * Strong working knowledge of Microsoft Office applications * Experience with a Customer Relationship Management system, Salesforce, and screen sharing software desired * Solid technical skills and understanding, particularly of Windows, OSX * Very strong browser skills and understanding on all major Internet browsers * Able to explain and document technical incidents to a non-technical audience. * Flexible and at-ease to work across time zones and cultures * Great ability to gather first-hand customer insights and use it for improvements to products and Services. * Proven experience working effectively in a team environment to support high quality online educational products. * Background with online education and Learning Management Systems in ELT a plus. * Must be able to travel and lift up to 50 pounds where required Job: SALES Organization: Growth Schedule: FULL_TIME Req ID: 925

Keywords: Pearson, Lansing , Customer Success Representative, Other , Lansing, Michigan

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