Faculty Success & Support Lead (Remote)

Pearson; Northern (KY); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Pearson is seeking a Customer Success specialist to support faculty onboarding, answer inquiries, and guide users through Pearson courseware and tools. This remote role emphasizes clear communication and proactive engagement with adoptions.

You will coach Faculty Support Associates, handle escalations, and lead instructor onboarding sessions while coordinating with cross-functional teams to ensure high service levels. This position requires strong time management and collaborative spirit.

Qualifications

• Bachelor's degree or 2+ years of experience in supporting faculty onboarding/set up with technology
• Excellent written and verbal communication skills; able to explain complex messages clearly to diverse audiences
• Curiosity, analytical thinking and ability to explore alternative solutions to problems
• Strong organizational and time management skills with ability to meet multiple deadlines
• Knowledge of educational technology and willingness to learn new tools
• Flexible, motivated, collaborative, and able to work with cross-functional teams
• Demonstrated leadership through accountability and teamwork

Responsibilities

• Support faculty onboarding and setup with technology
• Coach Faculty Support Associates and manage escalations requiring expert help
• Proactively check in with top adoptions and assist at-risk adoptions
• Handle course builds and provide guidance for high-service accounts
• Lead instructor onboarding sessions and collaborate with cross-functional teams

Skills

Faculty onboarding

Communication

Time management

Cross-functional collaboration

Leadership

Curiosity

Problem solving

Education

Bachelor's degree

2+ years support experience

Tools

Pearson Higher Education tools

Job description

Pearson is seeking a Customer Success specialist to support faculty onboarding, answer inquiries, and guide users through Pearson courseware and tools. This remote role emphasizes clear communication and proactive engagement with adoptions.

You will coach Faculty Support Associates, handle escalations, and lead instructor onboarding sessions while coordinating with cross-functional teams to ensure high service levels. This position requires strong time management and collaborative spirit.