Faculty Support Lead - Customer Success (Remote)

Pearson; Nashville (TN); Remote; USD 60,000 - 90,000; Full time

Job summary

Pearson is seeking a Customer Success professional to join a team that provides top-tier faculty support for Pearson educators, answering inquiries and guiding users through Pearson courseware and its features.

You will coach Faculty Support Associates, handle escalations that require expert help, and proactively engage with adoptions that need extra assistance, including coordinating instructor onboarding.

Qualifications

• Bachelor's degree and/or 2+ years of experience in supporting faculty onboarding with technology.
• Excellent written and verbal communication skills.
• Ability to present clearly to all levels, 1:1, and in a group setting.
• Excellent organizational and time management skills.
• Experience with Pearson Higher Education products would be a bonus.

Responsibilities

• Provide faculty support to Pearson educators, answering inquiries and building understanding with Pearson courseware.
• Coach Faculty Support Associates, coaching them and taking escalations that require expert help.
• Proactively check in with top adoptions and engage with at-risk adoptions that need added support.
• Handle course builds and guidance for accounts where business calls for a higher service level.
• Run instructor onboarding sessions and collaborate with cross-functional teams to resolve faculty needs quickly.

Job description

Pearson is seeking a Customer Success professional to join a team that provides top-tier faculty support for Pearson educators, answering inquiries and guiding users through Pearson courseware and its features.

You will coach Faculty Support Associates, handle escalations that require expert help, and proactively engage with adoptions that need extra assistance, including coordinating instructor onboarding.