Pearson Administrative Service Lead in Centennial, Colorado

Administrative Service Lead

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.

Our Role: North America’s Account Support team is responsible for managing key processes that support our contractual commitments with our most profitable and strategic Institutional, Corporate, Government and Professional Association clients.

Position Description: The Administrative Service Lead is responsible for managing the day to day support of Pearson’s LearningStudio customers. This includes providing key insight to assist in their migration to a new Learning Management System technology. In the future, this role will expand into supporting and implementing other Pearson digital technology in the Career, Corporate Employability, Professional Association, and Government space .

We are looking for someone who has a passion for troubleshooting, resolving issues, working with customers and internal teams, and is committed to growth in their career in a customer facing Account Services role.

Responsibilities

  • Assist identified customers with day to day operational needs

  • Improves the Pearson / client relationship by advocating for clients internally

  • Work with internal teams as needed on client strategy and operational planning

  • Work with Account Executives and Account Managers to meet goals of projects

  • Resolve or escalate issues that could jeopardize the client relationship.

  • Assist client and institutional stakeholders with the use of Pearson digital technology including recommendations on use and best practices

  • Responsible for defining partner project requirements, understanding business drivers and developing operational recommendations for successful project completion.

  • Act as the liaison between Customer Support and Account Managers on issues impacting key accounts (leveraging LearningStudio). This includes working with Customer Support on an updated knowledge base of customers and issues to support.

  • Assist clients in end of life procedures with LearningStudio including advising on best practices, migration strategies, and wind-down of customer contracts

Qualifications

Qualifications:

  • 3- 4 years experience in a customer service or support role

  • Bachelor's Degree or higher

  • Experience with Learning Management Systems and or educational technology

  • Business acumen.

  • Technology oriented. (HTML and other web based technology skill sets a plus).

  • Teamwork along with individual initiative.

  • Relationship building skills

  • Financial acumen and understanding of technology contracts

  • Ability to multitask and work in a fast-paced environment.

  • Advanced organizational skills and attention to detail.

  • Ability to research using deductive reasoning to assess problems and explore various solutions.

  • Ability to give personalization to the client by understanding what their resources are and how they can increase their effectiveness.

  • Ability to manage and track multiple projects with advanced date coordination

  • Advanced knowledge of Microsoft Windows (Excel, Word, PowerPoint)

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

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

Job: Customer Service

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: May 19, 2017

Req ID: 1709365