Customer Loyalty Representative

Learning is one of the world’s most powerful forces for change. As the world’s largest learning company, Pearson has been contributing to a profound impact on our world since its formation in 1844. Pearson employs more than 20,000, operates in 70 countries, and delivers products and services in nearly 200 countries. Each one is furthering a common purpose: to help people achieve their highest potential through learning. Towards this goal, Pearson provides a diverse global community with high quality digital content, learning experiences, assessments, and qualifications to build skills and proactively impact our evolving world. Pearson works with globally recognized educational institutions, employers, and governments, deploying its expertise across a broad range of subject matter and age groups.

Tens of millions of people rely on Pearson for learning throughout their lives. Pearson’s knowledge and experience help create the best content delivered in the most appropriate way for the best learner outcomes - whether digitally to help children read or online courses to upskill career-driven professionals. With advances in technology and changes in consumer habits, Pearson helps people reach their goals regardless of their location and preferred learning modality. From carefully designed online resources and rich content, to full course and curriculum support – Pearson’s products address the entirety of a person’s learning starting with formal education to the workplace and beyond.

While formal education comprises 75 percent of the learning market, projections indicate over one billion more learners will progress through formal education by 2030 owing to a growing global middle class, longer careers and increasing consumer demand for lifelong and non-academic learning, particularly for reskilling and upskilling. To meet the needs of today’s learners, Pearson is split into five business divisions; each with its own focus and expertise, all supported by the Direct-to-Consumer group.

Diversity, Equity & Inclusion

At Pearson, we’re committed to a world that is always learning and to our talented team who makes it all possible. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us too always be better.

We believe that wherever learning flourishes so do people. We value diversity, equity, and inclusion. We value the power of an inclusive culture and a strong sense of belonging. We seek to infuse diversity and inclusion in everything we do while promoting a culture where differences are embraced as strengths; opportunities are equal and accessible; consideration and respect are the norm; and all team members are supported in reaching their full potential.

Through our talent, we believe that diversity and inclusion make us a more innovative and vibrant place to work. People are at the centre, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.

To learn more about Pearson’s commitment to a diverse and inclusive workforce please visit https://www.pearson.com/careers/diversity-and-inclusion.html

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State and New York City laws, the pay range for this position is as follows:

Minimum full-time salary range is between $65,000 - $ 75,000.

This position is eligible to participate in a sales incentive plan, and information on benefits offered is here.

Role Description

The Customer Loyalty Representative is a key member of the district sales team. They are responsible for working across an assigned territory of higher education to ensure successful instructor success onboarding, monitors material usage, partners with the product and/or customer success/service team for expedited issue resolution, and ultimately facilitating the renewal of the products in coordination with the sales team.

The Customer Loyalty Representative reports into the District Manager and will:

• Develop strategies to drive renewal growth and increased market share

• Provide action plans to generate renewals for high-risk accounts in partnership with sales leaders

• Segment the renewal pool into bands for to adapt solutions for differentiated levels of servicing, outreach, and white glove servicing

• Provide instructors JIT training, demos, or support in accessing materials

• Collaborate with sales and marketing to develop strategies to drive renewal growth and increased market share,

• Be a creative problem solver with other teams (Services, Marketing, and Operations) to support continuous improvement and a scalable quality customer service,

• Utilize reporting tools to ensure the ability to forecast and monitor renewal progress by individual, discipline, and region

• Demonstrate a commitment to lifelong teaching and learning while supporting diversity, equity, and inclusion.

Accountabilities

• Communicate effectively across the team on account health and provide action plans to generate renewals for high-risk accounts in partnership with sales leaders.

• Engage as a positive, can-do team member in a high functioning sales team

• Build relationships with instructors across adoptions, identifying those that are particularly happy for case studies and other promotional activities

• Be a team player, collaborate with cross functional teams

• Support Diversity, Equity and Inclusion (DEI) initiatives

Capabilities

• Developing and Leveraging Relationships

• Communication and Collaboration

• Customer Centric

• Analytical Skill and Learning Agility

• Delivery of Results

• Accountability

• Aligning Performance for Success

• Change Management Capability

• Emotional Intelligence & Awareness

• Driven by strong customer relationships and ongoing renewal of those relationships.

• Experience using reporting tools and data to determine how to best allocate time and resources.

• Demonstrated problem solving skills, strong communication skills, and ability to collaborate effectively across stakeholders.

• 1-3+ years of experience in sales or customer facing experience in a highly matrixed organization.

Pearson provides a flexible work environment for its employees. We believe that the ability to work from anywhere, anytime in work/life balance is a critical part of our culture and employee satisfaction. In exchange, we require that employees have the appropriate means to work remotely, including adherence to our work at home policies regarding home office setup, including but not limited to privacy of records, technology standards, equipment standards and expectations.

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.

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What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing ppsmhr@pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: SALES

Organization: Higher Education

Schedule: FULL_TIME

Req ID: 14047