Lead Client Partner

Jobtailor; Deutschland; Remote; EUR 120.000 - 180.000; Vollzeit

Zusammenfassung

Pearson seeks a senior leader to define and scale global Account Management frameworks across regions, driving onboarding, adoption and renewal readiness. You will lead and develop Customer Delivery Managers and set performance standards in a complex, matrixed organization.

The role involves cross‑functional collaboration with Sales, Product, Marketing, and Enablement to improve customer value and renewal outcomes at scale.

Qualifikationen

• Significant leadership experience across Account Management, Customer Success, Strategic Accounts, Post‑Sales or Customer Delivery functions.
• Experience leading multi‑regional or international teams.
• Proven success designing and embedding customer‑facing operating models, standards and playbooks at scale.
• Strong track record of leading through influence within matrix organisations.
• Experience developing customer lifecycle strategies that improve adoption, retention and renewal outcomes.
• Deep understanding of customer adoption, value realisation, retention, renewal readiness and account growth.
• Experience building Account Management systems, frameworks and governance disciplines.
• Strong commercial acumen and confidence using CRM platforms, customer analytics and forecasting tools.
• Excellent executive communication and stakeholder management skills.
• Ability to influence senior leaders and align diverse teams around common goals.
• Structured, pragmatic and solution‑oriented approach to complex business challenges.
• Strong planning, organisation and prioritisation capabilities.
• Comfortable working within global, matrixed environments.
• Digital confidence across technology products and customer success platforms without needing to be a technical specialist.
• Judgement to challenge constructively, make decisions and bring recommendations rather than waiting for detailed direction.
• Desirable: Experience within Higher Education, Education Technology, SaaS or digital learning environments.
• Desirable: Knowledge of customer success technologies and account‑health methodologies
• Desirable: Experience leading transformation or capability‑building initiatives
• Desirable: Familiarity with strategic account planning and enterprise customer engagement models

Aufgaben

• Define and scale global Account Management role expectations, competency frameworks and operating standards.
• Create playbooks, governance models and best‑practice frameworks across regions.
• Develop team operating rhythms, customer engagement standards and success measures.
• Build scalable models supporting onboarding, adoption, value realisation and renewal readiness.
• Lead, coach and develop Customer Delivery Managers.
• Set objectives, expectations and performance standards.
• Foster accountability, collaboration and customer focus.
• Provide functional leadership and capability development for Strategic Account Managers.
• Own the post‑contract customer lifecycle from sales handover through onboarding, adoption, engagement, value realisation and renewal.
• Establish and maintain an account‑health framework.
• Strengthen customer governance, success planning and executive engagement.
• Improve renewal readiness through customer evidence packs, value narratives and success metrics.
• Identify and support within‑contract growth opportunities.
• Collaborate with Sales, Product, Marketing, Customer Success, Implementation Delivery, RevOps and Enablement teams.
• Act as an escalation point for complex customer situations, renewal risks and competitive threats.
• Share customer insight to inform product, commercial and strategic decisions.
• Represent Account Management in central leadership forums.
• Provide executive insight into customer outcomes, engagement trends, renewal health and portfolio performance.
• Help shape Pearson's approach to customer success and long‑term customer value creation

Kenntnisse

Leadership

Customer lifecycle strategy

Account management frameworks

Executive communication

CRM platforms

Forecasting tools

Value realisation

Renewal readiness

Onboarding processes

Collaboration

Structured problem solving

Planning and organization

Global matrix environment

Digital learning

Tools

CRM platforms

Customer Success platforms

Customer analytics tools

Digital learning technologies

Jobbeschreibung

• Define and scale global Account Management role expectations, competency frameworks and operating standards


• Create playbooks, governance models and best‑practice frameworks across regions


• Develop team operating rhythms, customer engagement standards and success measures


• Build scalable models supporting onboarding, adoption, value realisation and renewal readiness


• Lead, coach and develop Customer Delivery Managers


• Set objectives, expectations and performance standards


• Foster accountability, collaboration and customer focus


• Provide functional leadership and capability development for Strategic Account Managers


• Own the post‑contract customer lifecycle from sales handover through onboarding, adoption, engagement, value realisation and renewal


• Establish and maintain an account‑health framework


• Strengthen customer governance, success planning and executive engagement


• Improve renewal readiness through customer evidence packs, value narratives and success metrics


• Identify and support within‑contract growth opportunities


• Collaborate with Sales, Product, Marketing, Customer Success, Implementation Delivery, RevOps and Enablement teams


• Act as an escalation point for complex customer situations, renewal risks and competitive threats


• Share customer insight to inform product, commercial and strategic decisions


• Represent Account Management in central leadership forums


• Provide executive insight into customer outcomes, engagement trends, renewal health and portfolio performance


• Help shape Pearson's approach to customer success and long‑term customer value creation

Requirements

• Significant leadership experience across Account Management, Customer Success, Strategic Accounts, Post‑Sales or Customer Delivery functions


• Experience leading multi‑regional or international teams


• Proven success designing and embedding customer‑facing operating models, standards and playbooks at scale


• Strong track record of leading through influence within matrix organisations


• Experience developing customer lifecycle strategies that improve adoption, retention and renewal outcomes


• Deep understanding of customer adoption, value realisation, retention, renewal readiness and account growth


• Experience building Account Management systems, frameworks and governance disciplines


• Strong commercial acumen and confidence using CRM platforms, customer analytics and forecasting tools


• Excellent executive communication and stakeholder management skills


• Ability to influence senior leaders and align diverse teams around common goals


• Structured, pragmatic and solution‑oriented approach to complex business challenges


• Strong planning, organisation and prioritisation capabilities


• Comfortable working within global, matrixed environments


• Digital confidence across technology products and customer success platforms without needing to be a technical specialist


• Judgement to challenge constructively, make decisions and bring recommendations rather than waiting for detailed direction


• Desirable: Experience within Higher Education, Education Technology, SaaS or digital learning environments


• Desirable: Knowledge of customer success technologies and account‑health methodologies


• Desirable: Experience leading transformation or capability‑building initiatives


• Desirable: Familiarity with strategic account planning and enterprise customer engagement models

Core Competencies

Demonstrates expertise in Account Management and Customer Success, with a focus on developing customer lifecycle strategies, governance frameworks, and performance standards. Proven ability to lead and influence cross‑functional teams in a global, matrixed environment to drive customer engagement and value realization.

Highest‑signal resume keywords

• Leadership Experience in Account Management


• Customer Lifecycle Strategy Development


• Account Management Systems and Frameworks


• Executive Communication and Stakeholder Management


• Commercial Acumen with CRM Platforms

ATS Optimization Keywords

Hard Skills

• Customer Lifecycle Strategies


• Account Management Frameworks


• Governance Models


• Performance Standards


• Customer Analytics


• Forecasting Tools


• Value Realisation


• Renewal Readiness


• Onboarding Processes


• Success Metrics

Soft Skills

• Influencing Senior Leaders


• Collaboration


• Structured Problem Solving


• Planning and Organisation


• Accountability

Industry Keywords

• Higher Education


• Education Technology


• SaaS


• Digital Learning


• Account-Health Methodologies

Tools & Technologies

• CRM Platforms


• Customer Success Platforms


• Customer Analytics Tools


• Digital Learning Technologies