Remote Faculty Support Lead — Customer Success

Pearson; Augusta (ME); Remote; USD 65,000 - 95,000; Full time

Job summary

Pearson is seeking a Customer Success professional to join a faculty-support team. You will answer inquiries, coach Associates, and escalate as needed while ensuring high-level service for Pearson courseware and tools.

You will proactively manage key adoptions, assist with course builds, and run instructor onboarding sessions, collaborating across teams to meet dynamic demands and peak periods.

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 breakdown complex messages for all audiences.
• Curiosity, analytical thinking, and ability to explore alternative solutions.

Responsibilities

• Provide highest level of faculty support; 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.
• Lead course builds and provide guidance for accounts requiring higher service levels.
• Support instructor onboarding sessions and collaborate with cross-functional teams.

Skills

Faculty onboarding

Technology support

Communication

Time management

Leadership

Cross-functional teamwork

Travel willingness

Education

Bachelor's degree

Tools

Pearson tools

Job description

Pearson is seeking a Customer Success professional to join a faculty-support team. You will answer inquiries, coach Associates, and escalate as needed while ensuring high-level service for Pearson courseware and tools.

You will proactively manage key adoptions, assist with course builds, and run instructor onboarding sessions, collaborating across teams to meet dynamic demands and peak periods.