客户合伙人负责人
Lead, Client Partner
职位名称 - 客户合作伙伴负责人
描述
塑造培生全球客户管理能力，定义框架、标准和运营模式，帮助机构成功采用、实现价值并续约培生的数字学习解决方案。此职位在市场上的类似名称可能包括：全球客户管理主管、客户成功主管、客户成功总监、战略客户总监、高级客户管理总监、战略客户总监、全球客户成功领袖、客户成功主管、客户体验总监、售后转型负责人、客户保留与增长总监或企业客户管理总监。
地点与工作模式
- 基于英国或另一个批准的EMEA地区的远程职位。
- 无固定办公室要求。英国的同事在实际情况下可使用培生的办公室。
- 预期会有客户出差，并将成为该职位的常规部分。
- 工作模式可能根据客户和业务需求而变化，结合虚拟参与和面对面会议。
- 具体的地点资格和预期的差旅要求将在招聘过程中确认。
关于该职位
培生正在为国际高等教育建立一致的全球客户管理能力。
作为客户合作伙伴负责人，您将负责将已签署的合同转化为强大的入职、采用、可衡量的价值、续约准备和可持续扩展的框架、标准、运营模式和工作方式。
这是一个结合能力建设、客户战略和人员领导的高级管理职位。您将直接领导客户交付经理，并在嵌入区域销售团队的战略客户经理中提供职能领导。
您的影响将通过创造清晰度、推动一致性并实施跨多元化国际业务的实际运营模式来体现。您将帮助建立可重复、可扩展的客户体验，增强客户成果，提高留存率，并创造长期增长的机会。
在培生发展的关键阶段加入，您将有机会建立流程、确立治理规范，并塑造支持机构在整个与培生合作过程中的全球能力。
您将负责
领导全球客户管理能力
- 定义和实施统一的客户管理框架和标准，确保所有客户都能获得一致的服务体验。
查看英文原文
Job Title - Lead, Client Partner
DESCRIPTION
Shape Pearson's global Account Management capability, defining the frameworks, standards and operating model that help institutions successfully adopt, realise value from and renew Pearson's digital learning solutions. Comparable market titles for this opportunity may include Global Head of Account Management, Head of Customer Success, Director of Customer Success, Strategic Accounts Director, Senior Director of Account Management, Director of Strategic Accounts, Global Customer Success Leader, Head of Client Success, Customer Experience Director, Post-Sales Transformation Lead, Director of Customer Retention & Growth, or Enterprise Account Management Director.
LOCATION & WORKING PATTERN
- Remote role based in the UK or another approved EMEA location.
- No regular office requirement. UK-based colleagues may utilise Pearson offices where practical.
- Customer travel is expected and will form a regular part of the role.
- Working patterns may vary depending on customer and business requirements, with a combination of virtual engagement and face-to-face meetings.
- Exact location eligibility and expected travel requirements will be confirmed during the recruitment process.
ABOUT THE ROLE
Pearson is building a consistent global Account Management capability for International Higher Education.
As Lead, Client Partner, you will own the frameworks, standards, operating model and ways of working that turn signed contracts into strong onboarding, adoption, measurable value, renewal readiness and sustainable expansion.
This is a senior leadership role combining capability building, customer strategy and people leadership. You will directly lead Customer Delivery Managers while providing functional leadership across Strategic Account Managers embedded within regional sales teams.
Your impact will come through creating clarity, driving consistency and implementing practical operating models that work across a diverse international business. You will help establish a repeatable, scalable customer experience that strengthens customer outcomes, improves retention and creates opportunities for long-term growth.
Joining at a formative stage of Pearson's evolution, you will have the opportunity to build processes, establish governance disciplines and shape a global capability that supports institutions throughout their partnership with Pearson.
WHAT YOU WILL DO
Lead the Global Account Management Capability
- Define and scale global Account Management role expectations, competency frameworks and operating standards.
- Create playbooks, governance models and best-practice frameworks that drive consistency across regions.
- Develop team operating rhythms, customer engagement standards and success measures.
- Build scalable models that support onboarding, adoption, value realisation and renewal readiness.
Lead & Develop High-Performing Teams
- Lead, coach and develop Customer Delivery Managers.
- Set clear objectives, expectations and performance standards.
- Foster a culture of accountability, collaboration and customer focus.
- Support Strategic Account Managers through functional leadership and capability development.
Drive Customer Outcomes & Renewals
- Own the post-contract customer lifecycle from sales handover through onboarding, adoption, engagement, value realisation and renewal.
- Establish and maintain a comprehensive account-health framework.
- Strengthen customer governance, success planning and executive engagement approaches.
- Improve renewal readiness through customer evidence packs, value narratives and success metrics.
- Identify and support appropriate within-contract growth opportunities.
Partner Across Pearson
- Collaborate closely with Sales, Product, Marketing, Customer Success, Implementation Delivery, RevOps and Enablement teams.
- Ensure alignment across the customer lifecycle.
- Act as an escalation point for complex customer situations, renewal risks and competitive threats.
- Share customer insight to inform product, commercial and strategic decision-making.
Influence Strategic Direction
- Represent Account Management within central leadership forums.
- Provide executive insight into customer outcomes, engagement trends, renewal health and portfolio performance.
- Help shape Pearson's approach to customer success and long-term customer value creation.
WHY THIS ROLE MATTERS
This role enables acquisition-focused sales teams to continue growing new business while dedicated account teams nurture strategic institutional relationships after contract signature.
The successful candidate will play a critical role in creating a consistent customer experience, improving retention, driving adoption and ensuring customers realise measurable value from their investment in Pearson solutions.
WHAT WE ARE LOOKING FOR
Essential Experience
- Significant leadership experience across Account Management, Customer Success, Strategic Accounts, Post-Sales or Customer Delivery functions.
- Experience leading multi-regional or international teams.
- Proven success designing and embedding customer-facing operating models, standards and playbooks at scale.
- Strong track record of leading through influence within matrix organisations.
- Experience developing customer lifecycle strategies that improve adoption, retention and renewal outcomes.
Knowledge & Skills
- Deep understanding of customer adoption, value realisation, retention, renewal readiness and account growth.
- Experience building Account Management systems, frameworks and governance disciplines.
- Strong commercial acumen and confidence using CRM platforms, customer analytics and forecasting tools.
- Excellent executive communication and stakeholder management skills.
- Ability to influence senior leaders and align diverse teams around common goals.
- Structured, pragmatic and solution-oriented approach to complex business challenges.
- Strong planning, organisation and prioritisation capabilities.
- Comfortable working within global, matrixed environments.
- Digital confidence across technology products and customer success platforms without needing to be a technical specialist.
- The judgement to challenge constructively, make decisions and bring recommendations rather than waiting for detailed direction.
Desirable
- Experience within Higher Education, Education Technology, SaaS or digital learning environments.
- Knowledge of customer success technologies and account-health methodologies.
- Experience leading transformation or capability-building initiatives.
- Familiarity with strategic account planning and enterprise customer engagement models.
WHY JOIN PEARSON?
At Pearson, we're committed to helping learners realise the life they imagine through learning.
This is a unique opportunity to build and lead a global post-sales capability, shape the future of Account Management within International Higher Education and create lasting impact for institutions, educators and learners around the world.
You'll have the opportunity to influence strategy on a global scale, develop high-performing teams, strengthen customer partnerships and help shape how Pearson delivers long-term value for customers across the higher education sector.
Originally posted on Himalayas