Team Manager, Customer Success

Emploi pas sur LinkedIn

🕒 il y a 1 mois

🏖️ New Jersey – Distant

🏖️ New Jersey – Remote

💵 $90 000 - $110 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

🏆 Customer Success

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Pearson VUE

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 1994

📚 Éducation

🛍️ eCommerce

☁️ SaaS

Education • eCommerce • SaaS

Pearson VUE est un leader mondial des tests informatisés, offrant une vaste gamme d'examens de certification pour divers secteurs. Ils soutiennent les candidats et les propriétaires de tests en proposant des ressources, des options de programmation et des aménagements spéciaux pour assurer un accès équitable aux tests. Leur mission est de responsabiliser les candidats et d'enrichir les communautés à travers la réalisation d'examens critiques qui valident les compétences et les connaissances professionnelles, contribuant à l'avancement des carrières et aux normes de l'industrie.

Description

• Lead, coach, and develop a team of Customer Success Managers to drive high performance and strong customer outcomes • Establish clear expectations, KPIs, and accountability for onboarding, adoption, and customer success execution • Oversee and ensure consistent execution of onboarding and implementation across all accounts • Support CSMs in managing complex, high-priority, or at-risk customer relationships • Drive the development and execution of structured success plans across the customer lifecycle • Lead change management efforts across the Customer Success team, ensuring smooth adoption of new processes, systems, and ways of working • Manage and coordinate cross-functional projects that impact the customer experience, ensuring alignment across teams and timely execution • Partner with Sales to support renewals, expansions, and overall account growth strategies • Act as the voice of the customer across internal teams, advocating for solutions that improve the end-to-end customer experience • Influence and drive alignment across cross-functional stakeholders, gaining consensus on priorities and solutions without direct authority • Monitor usage, engagement, and satisfaction metrics to proactively identify risks and opportunities • Build new and refine scalable processes to improve efficiency, reduce manual work, and support growth • Collaborate with cross-functional teams to align on customer experience, workflows, and system improvements

🎯 Exigences

• Bachelor’s degree in Education, Business, or related field required - or equivalent experience. • 5+ years of experience in customer success, client services, or account management • 2+ years of experience in a leadership, team lead, or mentoring role preferred • Experience in EdTech, SaaS, or education environments strongly preferred • Experience supporting K–12 or district-level customers a plus

🏖️ Avantages

• Eligible for Pearson’s annual incentive program