Pearson Customer Success Information Specialist in Centennial, Colorado

Customer Success Information Specialist

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.

We have an immediate opening for an Information Specialist, a key role within the Pearson North America Services Org, reporting directly to the VP of Customer Success. The Information Specialist will design Customer Success Representative trainings, both synchronous and asynchronous, to ensure we can onboard instructors quickly and accurately and are maintaining the quality of our customer engagements via deep functional knowledge of registration and access, course manager, assignment manager, gradebook and reporting functionality and the Learning Management systems that Pearson digital products can integrate with. The Information Specialist will also create and update resources, such as videos, tutorials and/or handouts that Customer Success will use to support their engagements and drive effective usage and strong retention of Pearson digital products. They may also be asked to coordinate special customer engagement projects, such as related to Customer Success NPS and CSAT survey insights. The Information Specialist is also responsible for keeping pace with Pearson’s Higher Ed digital roadmap and release schedules, spanning dozens of platforms and learning applications, to ensure our readiness to onboard, train and assist our faculty users. They will interface, on behalf of the Customer Success team, with the Global Product Organization to receive and review product release calendars, notes and go-to-market plans and then provide monthly updates to the Customer Success leadership team about changes/enhancements to the customer onboarding and ongoing experience.

Qualifications

REQUIRED KNOWLEDGE AND EXPERIENCE:

  • Bachelor’s degree required

  • 5 years of professional experience required with customer service, account management or corporate training preferred.

  • 3 years of direct experience supporting Pearson digital products required.

SKILLS/KNOWLEDGE/ABILITIES:

  • Demonstrated knowledge of Pearson MyLab, Mastering and Revel products.

  • Strong functional knowledge of Blackboard, Canvas, Brightspace and Moodle Learning Management Systems a plus.

  • Learning Design coursework desired.

  • Digital champion with demonstrated ability to quickly learn and apply new technologies.

  • Strong working knowledge of G Suite.

  • Experience with VMRs, including Clearslide, join.me and Polycom.

  • Experience with Salesforce.

  • Strong organizational and project management skills a must.

  • Excellent verbal, written, and presentation skills.

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-OH-Columbus

Other Locations US-CO-Centennial

Work Locations: US-OH-Columbus-445 Hutchinson 445 Hutchinson Avenue Columbus 43235

Job: Customer Service

Organization: Efficacy & Research

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Jun 15, 2017

Req ID: 1710212