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Account Manager

Reference
1807548
Contract Type
Permanent
Sector
Education, Media & Communications
Location
TX, USA
Expiry Date
24/05/2018
Account Manager 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 al...

Job Description

Account Manager

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.

The Account Manager is the single point of contact for all program and customer experience operations for our customer administration teams, their third party partners and Pearson internal teams. This role is Pearson’s champion for the customer, advocating their needs, translating these into requirements, validating outcomes through use cases & testing and ensuring both Pearson and customer capacity to deliver on agreed upon commitments. This role is a strategic thinker who can advocate the voice of the customer during sales planning and program delivery and is an influencer and a creative problem solver who can get things done.

Position location is remotely anywhere in Texas.

Qualifications

Bachelor's Degree or higher

Must be able to travel up to 35% of the time

3-5 years of management experience in a business operations role with focus on business analysis/ requirements gathering in either the Higher Education, Healthcare or Insurance industries 3-5 years experience directly managing customers (in a customer facing role) and serving as a customer liason with internal teams with a proven track record of influencing towards shared expectations and outcomes

Deep knowledge of how the Inclusive Access business model works and what needs to be set in place and when in order for it to be operational for a customer

Experience with implementing and supporting MyLabsPlus with customers

Understanding of access channels, integrations and operational set up processes

End to end customer set up experience with a general understanding of holistic program design & innerworkings

Experience managing expectations and coordinating deliverables across both internal and external stakeholders and influencing teams to resolve issues that impede progress

Experience with mapping requirements to standard solutions before customization, and managing the customer expectation of outcomes throughout an engagement

Strong critical thinking skills that connect decisions to outcomes, surface scalable process solutions, including workarounds and contingency plans

Problem solver, deliberate

Ability to analyze, interpret and draw conclusions based upon data, decisions, business and technical procedures, as well as government regulations

Experience with using data to support strategic and tactical decision making

Excellent verbal and written communication skills coupled with an ability to effectively present information, insights and stories guided by facts

Appreciates the need to adhere to a best practice or procedure but also surface exceptions and drive process improvement

Ability to quickly establish a rapport with internal/external customers

Working knowledge of or ability to pick up process mapping , ideation, journey mapping as well as requirements elicitation/ documentation techniques

Adaptable and quick on their feet

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-Texas

Job: Customer Service

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: May 14, 2018

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1807548

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.