Senior Partner Success Manager

Pearson; Honolulu (HI); Presencial; USD 90.000 - 130.000; Jornada completa

Descripción de la vacante

Pearson is seeking a Manager, Partner Success to lead a team delivering assessment programs to state, district, and school partners. You will oversee readiness planning, training, adoption, and issue resolution while ensuring on-time, on-budget delivery and strong customer outcomes.

In this role you will partner with Product, Technology, Operations, Measurement, and Customer Support to translate strategic priorities into actionable plans, coach a high-performing team, and build durable

Formación

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years of experience leading customer-facing programs, partner success, client services, program management, educational services, or assessment delivery functions.
• Demonstrated success leading and developing high-performing teams, including coaching, performance management, and talent development.
• Experience managing complex customer relationships and serving as an escalation point for operational, delivery, or customer satisfaction issues.
• Strong program and project management skills, including experience managing schedules, risks, dependencies, budgets, and cross-functional initiatives.
• Proven ability to influence and collaborate across multiple functions, including Product, Technology, Operations, Measurement, Content, and Customer Support teams.

Responsabilidades

• Build and maintain strong relationships with state, district, and school partners.
• Lead customer readiness, implementation, training, and adoption planning activities.
• Serve as an escalation point for complex customer concerns, risks, and delivery issues.
• Partner with customers to identify opportunities for continuous improvement and long-term success.
• Monitor customer satisfaction and implement strategies to improve the overall customer experience.
• Oversee one or more assessment programs or strategic customer relationships.
• Coordinate cross-functional teams to ensure successful delivery of program commitments.
• Monitor program schedules, risks, issues, budgets, and key milestones.
• Ensure compliance with contractual requirements and delivery expectations.
• Lead forecasting, planning, and business reviews related to assigned programs.
• Manage program financials to meet revenue/margin plan, explaining trends and differences from original plan
• Report on financial status and accurately estimate/forecast program activities and budgets, and control costs while maintaining quality
• Lead, coach, and develop a team of Partner Success professionals.
• Establish clear goals, priorities, and performance expectations.
• Provide ongoing mentoring and career development support.
• Foster a culture of accountability, collaboration, customer focus, and continuous improvement.
• Build team capability and promote sharing of best practices across programs and customers.
• Drive process improvements that enhance customer experience and delivery effectiveness.
• Partner with cross-functional leaders to improve communication, coordination, and execution.
• Identify and mitigate delivery, customer, and operational risks.
• Develop and implement scalable practices that improve consistency across the Partner Success organization.

Conocimientos

Customer-facing programs

Partner success

Program management

Team leadership

Cross-functional collaboration

Communication skills

Educación

Bachelor's degree

Descripción del empleo

Pearson is seeking a Manager, Partner Success to lead a team delivering assessment programs to state, district, and school partners. You will oversee readiness planning, training, adoption, and issue resolution while ensuring on-time, on-budget delivery and strong customer outcomes.

In this role you will partner with Product, Technology, Operations, Measurement, and Customer Support to translate strategic priorities into actionable plans, coach a high-performing team, and build durable