Faculty Support Lead (Remote) | Customer Success

Pearson; Santa Fe (NM); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Remote work

Job summary

Pearson is seeking a Customer Success professional to support faculty onboarding and maximize adoption of Pearson Higher Education products. You will coach support associates, escalate issues, and drive engagements with high‑priority adoptions while managing course builds and instructor onboarding sessions.

The role requires strong communication, time management, and cross‑functional collaboration, with flexibility for peak periods and potential travel.

Qualifications

• Bachelor's degree or 2+ years of experience in supporting faculty onboarding with technology.
• Excellent written and verbal communication, able to explain complex concepts clearly to diverse audiences.
• Curiosity and analytical thinking with ability to explore alternative solutions.
• Strong organizational and time management skills to meet multiple deadlines.
• Knowledge of educational technology and willingness to learn new tools.
• Ability to collaborate with cross-functional teams to resolve needs quickly.
• Demonstrated leadership through accountability and teamwork.
• Flexible to schedule changes and occasional travel when needed.

Responsibilities

• Provide top-level faculty support, answer inquiries, and explain Pearson courseware functionality.
• Coach Faculty Support Associates and handle escalations requiring expert help.
• Proactively engage with top adoptions and at‑risk accounts needing extra support.
• Handle course builds and guidance for high-service accounts; run instructor onboarding sessions.

Skills

Communication skills

Time management

Leadership

Cross-functional teamwork

Problem solving

Adaptability

Education

Bachelor's degree or 2+ years experience in faculty onboarding with tech

Tools

Pearson Higher Education tools

Job description

Pearson is seeking a Customer Success professional to support faculty onboarding and maximize adoption of Pearson Higher Education products. You will coach support associates, escalate issues, and drive engagements with high‑priority adoptions while managing course builds and instructor onboarding sessions.

The role requires strong communication, time management, and cross‑functional collaboration, with flexibility for peak periods and potential travel.