Faculty Support Lead - Remote Customer Success

Pearson; Salem (OR); Remote; USD 65,000 - 95,000; Full time

Job summary

Pearson is seeking a Customer Success professional to join a team delivering top-tier faculty support for Pearson courseware. You will coach support staff, manage escalations, and guide course builds for high-service accounts. You will engage with top adoptions and at-risk accounts while coordinating with cross-functional teams.

Hours are 8AM-8PM EST, with some weekend coverage during peak periods. Travel may be required occasionally. This remote role sits within Pearson Higher Education.

Qualifications

• Bachelor's degree and/or 2+ years of experience in supporting faculty onboarding/set up with technology.
• Excellent written and verbal communication skills; able to present to all levels.
• Curiosity, creative thinking, analytical skills; explore alternative solutions.
• Excellent organizational and time management; meet multiple deadlines.
• Knowledge of educational technology and ability to learn new tech.

Responsibilities

• Provide highest level of 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 with at-risk adoptions.
• Handle course builds and guidance for accounts needing higher service level.
• Lead instructor onboarding sessions and collaborate with cross-functional teams.

Education

Bachelor's degree

2+ years supporting faculty onboarding/set up with technology

Tools

Pearson Higher Education tools

Job description

Pearson is seeking a Customer Success professional to join a team delivering top-tier faculty support for Pearson courseware. You will coach support staff, manage escalations, and guide course builds for high-service accounts. You will engage with top adoptions and at-risk accounts while coordinating with cross-functional teams.

Hours are 8AM-8PM EST, with some weekend coverage during peak periods. Travel may be required occasionally. This remote role sits within Pearson Higher Education.