Advance Specialist, Customer Success

Skills, knowledge & experience

• Significant experience in client facing roles, for high-value and strategic accounts, with ideally at least 5 years’ experience in contract and account management roles. Experience should include client retention responsibility and program/product expansion achievements.
• Strong commercial understanding, including contract management, SLAs, KPIs, and change control.
• Demonstrated experience leading cross-functional projects with multiple stakeholders (internal and external).
• Knowledge and experience using project management tools and techniques.
• Proven ability to translate complex problems into structured, actionable solutions.
• Excellent communication and stakeholder management skills, with the ability to influence at senior levels without direct authority.
• Strong organisational and prioritisation skills, with the ability to manage competing priorities effectively.
• Experience managing risks, issues, and delivery across scope, cost, quality, and timelines.
• Strong problem-solving, negotiation, and decision-making capabilities.
• Experience with the delivery of computer-based assessments and qualifications is preferred.

Essential behaviours

• Customer Centricity—we prioritize solving customer problems and removing obstacles, guided by their needs. Our goal is to delight them with market-leading products and services, making our business easy to work with. We actively listen to understand their needs, ensuring we provide solutions that exceed expectations.

• Raising the Performance Bar—we are laser focused on achieving our goals and ambitious commitments with energy and pace. We seek feedback, share informed perspectives, and innovate thoughtfully, learning from both successes and failures. We set and uphold high standards and continually strive to exceed expectations, embracing improvement and growth.

• Exceptional Collaboration for Value—we prioritize collaboration to drive value for our customers, knowing it leads to better outcomes than individual achievements. We contribute by working together with trust and respect, embracing diverse views and communicating openly. By leveraging our collective expertise and breaking down silos, we solve problems and maximize the value we deliver to our customers.

• Our Leaders Inspire—leadership is everyone’s responsibility. We bring clarity, energy, and inspiring action. As leaders, we set the example by going the extra mile, fuelling momentum and growth. We act with integrity, holding ourselves accountable, and expect no less of others.

Working arrangements

• We offer flexible working arrangements, including hybrid working, to support work-life balance whilst meeting business and client needs. A commitment to peak time delivery is required to fulfil global client needs.

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit, and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.