Customer Success Advisor

We are currently looking for Customer Success Advisors to support our Customer' Success within the United Kingdom area (UK)

Offer details & Application process

• Salary: 5600 - 6000 PLN gross/month
• Working mode: full time, hybrid, Poznań, Poland, 
• Send your CV and short Cover letter in English
• When applying, please let us know if you have a legal rights to work in the country in which the job is based.

About the Customer Success Advisor role:

Our mission is to partner with schools to deliver learner progression. All students from the age of 5 through to 18+, have their own individual learner journeys. Alongside their teachers, Pearson can help them make the progression most appropriate to them, whether onto Further or Higher Education onto Apprenticeships or directly into work.   Through a consultative, collaborative sales approach we support our school customers with the right choice of products and services for their learners. 

Reporting to the Poznan Team Leader the Customer Success Advisor (CSA)  is based in our Customer Success Team and supports the Sales team to achieve revenue and retention targets and develop our market share through excellent customer support and consultative selling. This is achieved through product support and guidance, providing digital solutions and a Pearson product and service surround which exceeds expectations. 
 
A Day in the Life:

• A CSA is relationship focused and manages accounts to build and deepen relationships with our customers. The Customer Success Advisor determines how Pearson’s products and services can be effectively applied to support achievement of a customer’s goals to deliver learner progression. 
• A CSA reports to the Manager of Customer Success. On a given day, a CSA will spend time: 
• Consulting with new and existing customers to coordinate onboarding, discover partnership objectives and develop success plans to drive value 
• Serving as an escalation point for issues that impacts the customer’s success.   
• Reviewing usage data, overcoming challenges and proactively working to uncover and mitigate retention risk 
• Discovering any additional opportunities to compliment the customer’s needs and share leads with our wider sales team. 
• Maintaining regular contact with stakeholders and key contacts as well as keeping up-to-date strategic success plans. Advocate as their voice and provide regular updates internally ensuring visibility to your customer's needs. 
• Leading on and delivering an effective customer onboarding and renewal program. 
• Working as part of a collaborative Customer Success team, supporting each other and the needs of our customers. 
• CSA are closely aligned with all customer-facing teams and share a unified goal to make success happen. CSA’s also align internally with Marketing, Product and Customer Services to share success stories and insights that drive our products forward. 

Key Deliverables 

• Renewal plans – Delivering clarity on what the customer wants to achieve and why, where are they now and what next in the subscription journey. Each customer should have an active renewal plan 
• Cross/Upsell – Identify and pass leads to local sales teams and contribute to Sales Revenue Targets through individual sales and retention. 
• Exceptional Customer Success Support - Respond to our customers needs in a professional and timely manner.

Role Progression: 

Within 1 month, you will: 

• Complete new hire onboarding including e-Learning courses, manager led training, role specific mentorship/or buddy, and more 
• Meet with key stakeholders across the business that you will interact with frequently 
• Review and understand your assigned territory and customers  
• Learn best practices, processes, and business tools that enable us to be successful 
• Receive training on Pearson’s core values  
• Document customer cases, create quotes/orders and update contact information in Salesforce 
• Within 3 months, you will: 
• Begin resolving cases independently 
• Respond to inbound communication channels such as Live-chat, email and telecomms 
• Maintain and deliver custom retention plans for assigned accounts 
• Confidently overcome primary objections and cancellation requests 
• Continue to build and expand relationships throughout the company 
• Document customer profile, plans and contact information in Salesforce 
• Leverage data to prioritise and focus on what matters most 

Within 6 months, you will: 

• Become a trusted Customer Success Advisor and advocate for your customers’ voice 
• Provide guidance to customers on how to maximize the value our solutions for their business 
• Provide feedback on ways to improve customer and user experience 
• Be challenged and encouraged to broaden your skills 

About You: 

• Passionate about customer success and excellence 
• Highly adaptable, quick thinker and inquisitive 
• Strong oral (English) and written communication skills are a must 
• Ability to listen to, empathise and understand our customers needs 
• Ability to diligently problem solve and trouble-shoot independently 
• Interest in sales and technology and confidence to demonstrate products 
• A team player with an appreciation for Pearson’s core values 

What Sets us Apart? 

Benefits and Rewards 

We know you’ll do great work, so we give a lot back with some of the best benefits in the business. We know that one size doesn’t fit all, so our workplace programmes meet the different needs of our diverse teams, and their families too. There is a range of options, but when you join our Pearson family these are some of the benefits that we offer that you can look forward to: 

• A competitive salary
• Work in global environment and grow your professional network 
• Unlimited access to rich sources of knowledge (Over 22000 Pearson materials)
• Attractive benefits including MultiSport Card, cinema and theatre tickets, touristic excursions, etc.) 
• Private health care for you and your family
• Accident insurance for you and your family 
• Opportunity to master your English skills at daily work and/or by taking companywide English classes 
• Work-life balance, Flexible working arrangement 
• Paid leave for volunteer purposes 
• Annual bonus based on performance
• Annual Christmas funding
• Holidays funding (biennially)
• Fantastic Pension plan, PPK at 4%
• Invest and Earn money and/ or become a shareholder with Pearson Worldwide programme ‘Save for Shares'
• Maternity, paternity, and family care leave 
• Employee wellbeing assistance and much more. 

Your Personal data

All Job applications are processed in line with the GDPR and Data Protection Act: 

The administrator of your personal data is Pearson Central Europe Sp.z o.o. based in (01-748) Warsaw, at Szamocka 8 (hereinafter referred to as Pearson). The Data Protection Officer appointed by the Administrator can be contacted by e-mail at: jacek.luczak@pearson.com, as well as by traditional mail at the following address, with the annotation "to the Data Protection Officer". Your personal data is processed on the basis of art. 6 sec. 1 lit. A, B - to the extent necessary for recruitment activities and possibly more broadly, in accordance with your decision. In this case, we consider the submission of the application in response to the advertisement as consent to the processing of your personal data. Your personal data will be stored for a period of 6 months after the end of the recruitment (or 1 year if you give your consent). You have the right to access your data and the right to rectify, delete, limit processing, the right to transfer data, the right to object. You have the right to lodge a complaint with the President of the Personal Data Protection Office, if you feel that the processing of your personal data violates the provisions of the GDPR. Providing your personal data by you is voluntary, but necessary for the purposes of processing. The consent you have given may be withdrawn at any time, which will be tantamount to cessation of data processing. Your data will not be profiled. Personal data may be transferred to a third country as part of the processes carried out in the Pearson Group. The data may be transferred to other entities as part of the processes carried out by the Administrator. Personal data may be made available to authorized bodies under the provisions of law and entrusted under a contract of entrustment concluded in writing to entities providing services at the request of PUEB