Lead Specialist, Customer Success

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🔥 0 minutes ago

🏖️ New Jersey – Remote

🏖️ New Jersey – Remote

💵 $80k - $110k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Pearson VUE

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1994

📚 Education

🛍️ eCommerce

☁️ SaaS

Education • eCommerce • SaaS

Pearson VUE is a global leader in computer-based testing, providing a wide range of credentialing and certification exams for various industries. They support test-takers and test owners by offering resources, scheduling options, and accommodations to ensure equitable access to testing. Their mission is to empower candidates and enrich communities through the delivery of high-stakes exams that validate professional skills and knowledge, contributing to career advancement and industry standards.

📋 Description

• Manage the end-to-end implementation process for a portfolio of school district accounts, from signed contract through initial platform adoption • Lead kickoff calls and project planning sessions with district stakeholders, establishing clear ownership, timelines, and success criteria • Build phased implementation plans tailored to each district's configuration needs, grade levels served, and relevant state CTE or career readiness requirements • Coordinate technical setup with district IT staff, including data integration, SSO configuration, and roster management • Deliver role-specific training for administrators, CTE directors, and teachers, adapted to each district's context and pace • Design and build the foundational implementation playbook: a repeatable, scalable process for onboarding new districts that the team can use and improve over time • Develop a library of customer-facing resources, including onboarding guides, product reference materials, training decks, quick-start guides, and administrator how-to documentation • Create role-specific enablement materials for each district user type so every audience has what they need to use the platform confidently • Build internal-facing resources for the Customer Success team, including handoff templates, implementation checklists, escalation frameworks, and account review guides • Monitor platform adoption across accounts, identify gaps early, and develop targeted plans to address them before they become risks

🎯 Requirements

• 3+ years of experience in implementation, customer success, project management, or a comparable client-facing role, preferably in K12 EdTech or education services • Demonstrated ability to manage multiple complex projects simultaneously across different clients, timelines, and configurations • Experience developing or significantly improving customer-facing documentation, training materials, or enablement resources • Ability to communicate clearly across a wide range of audiences, from district IT staff to classroom educators, in both written and verbal form • Strong process-building instincts and the organizational discipline to create consistency across a varied and growing client portfolio • Comfort operating in an early-stage environment where structure is still being built and the ability to create clarity from ambiguity is as important as executing against a defined playbook • Experience with Salesforce or a comparable CRM platform

🏖️ Benefits

• Pearson’s annual incentive program • Professional development opportunities • Flexibility in work arrangements