Customer Success Manager (Remote) at Pearson (Richmond, VA)

| Richmond, VA
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The Role: Customer Success Manager (Remote)

In 2021, Faethm joined Pearson, creating the world's first truly end-to-end capability of intuitive company and employee enrichment and accelerating our cumulative mission to prepare every worker, everywhere, for the future of work and subsequent success. Our market-leading data, insights and AI capabilities will power the next generation of Pearson's lifelong learning products to meet the rapidly changing needs of today's workforce and bridge the global skills gap.

Faethm is scaling! We're looking for a US East Coast-based Enterprise Customer Success Manager to join our team. We have recently joined forces with Pearson, world's largest learning company. Operating as a scale-up within a larger company, Faethm will continue to evolve as we leverage the resources and offerings of our new parent company.

Faethm's objective is to keep every worker, everywhere, employable . Our AI-powered SaaS platform helps clients navigate the Future of Work and impact of technology on any economy, industry, organization, or job and suggests viable transition pathways for impacted employees into 'future proof' career pathways.

As a Customer Success Manager, you will be working closely with Data Analysts to lead the post-sales customer experience including onboarding, strategic analysis, ongoing platform use and account growth and renewal.

The key to success in this role is the ability to build strong relationships with stakeholders and act as their trusted advisor whilst assisting inturning insights into action.

This position has no direct reports.

What you will do:

  • Manage7-10Enterprisecustomers,being responsible for end-to-end customer journey:onboarding, platform demo and adoption, value creation, and renewal
  • Support customers in providing insights from Faethm data that can be turned into actionable initiatives and projects
  • Work with client and data teams to facilitate seamless client on-boarding experiences and data 'go-lives'
  • Drive platform training, development of knowledge resources and enablement of client's end users
  • Build strongcustomerrelationships and actively engage withseniorandexecutive stakeholders across your key accounts
  • Supportpreparation anddelivery of insightsforclients' internalmeetings
  • Execute and develop strategies that drive product adoptionand supportcustomers ontheirFuture of Workinitiatives,coveringstrategic workforce planning, talent acquisition,career mobility etc.
  • Collaborate with fellow Customer Success Managers to further build out global Customer Success function
  • Aim to increase regional renewal rates, foster customer growth and support sales activities for newproducts
  • Contribute toFaethm'scustomer-centeredapproachbycollaborating withinternal stakeholders (Product,Data Science, Sales &Marketing) with regularcustomerupdates, reporting metrics and insights on the customer experienceand feedback

To be successful in this role ** you'll ideally have:

  • 3 years plus experiencein a client facing role utilizing analytics and data to provide valuable insights.
  • Growth mindset, ability to work in an unstructured scale-up environment and strongwillingness to bringnew initiatives andcreative ways of thinking
  • Experience working withand presenting to senior andC-levelstakeholders
  • Strongwritten and verbalcommunicationand presentationskills
  • Track record of driving customer success (e.g., client satisfaction, renewals) within complex environments including working across various role levels and industries.
  • Prior experience or exposure tostrategic human capitalmanagement initiatives is a plus

While we have identified the initial responsibilities of the role, be pre-prepared for this role to evolve as products,customers, and analytics grow. It will surely be an exciting journey for you!

Faethm by Pearson is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees. We love career changers, so if you have the requisite skills-please apply!

Job: SALES

Organization: Workforce Skills

Schedule: FULL_TIME

Req ID: 4421
More Information on Pearson
Pearson operates in the Edtech industry. The company is located in Chandler, AZ, Iowa City, IA, Minneapolis, MN, Tupelo, MS, Concord, NH, Hoboken, NJ, Albuquerque, NM and San Antonio, TX. Pearson was founded in 1871. It has 29811 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 1658 open jobs at Pearson, click here.
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