Faculty Support Lead - Remote Customer Success

Pearson; Montpelier (VT); Remote; USD 60,000 - 80,000; Full time

Job summary

Pearson is seeking a Customer Success professional to join a team that delivers elite faculty support for Pearson educators. You will coach associates, manage escalations, and drive adoption success through proactive outreach and tailored course builds.

Hours span 8AM-8PM EST, with some weekend coverage during peak periods. Location is remote in the United States, with potential travel as needed.

Qualifications

• Bachelor's degree and/or 2+ years of experience in supporting faculty onboarding/set up with technology.
• Excellent written and verbal communication skills; clear, professional, persuasive, and able to breakdown complex messages for all audiences.
• Curiosity, creative thinking, analytical skills, and ability to explore alternative solutions.
• Excellent organizational and time management skills with ability to meet multiple deadlines.
• Knowledge of educational technology and ability to learn new tech.
• Ability to learn and share new skills with the team.
• Highly motivated, energetic, and collaborative personality.
• Ability to work with cross-functional/cross-company teams to resolve faculty needs quickly.
• Demonstrated leadership through personal responsibility, accountability, and teamwork.
• Flexibility to schedule changes or extra coverage; occasional travel may be needed.

Responsibilities

• Provide high-level faculty support to Pearson educators; answer inquiries and build understanding with Pearson courseware.
• Coach Faculty Support Associates and handle escalations requiring expert help.
• Proactively check in with top adoptions and engage at-risk adoptions needing added support.
• Handle course builds and guidance for accounts requiring higher service levels.
• Lead instructor onboarding sessions and coordinate with cross-functional teams.

Skills

Communication skills

Leadership

Time management

Flexible to schedule changes

Cross-functional collaboration

Problem solving

Education

Bachelor's degree

2+ years supporting faculty onboarding with technology

Tools

Pearson Higher Education tools

Job description

Pearson is seeking a Customer Success professional to join a team that delivers elite faculty support for Pearson educators. You will coach associates, manage escalations, and drive adoption success through proactive outreach and tailored course builds.

Hours span 8AM-8PM EST, with some weekend coverage during peak periods. Location is remote in the United States, with potential travel as needed.