CUSTOMER LOYALTY REPRESENTATIVE
Company: Pearson
Location: Baton Rouge
Posted on: October 6, 2024
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Job Description:
Customer Loyalty RepresentativeRole DescriptionThe Customer
Loyalty Representative (CLR) is a key member of the customer
success team. CLR's partner with district sales colleagues and use
data to identify at risk adoptions and renew customers. CLR's play
a critical role in customer education, satisfaction and business
growth across assigned sales territories.The Customer Loyalty
Representative (CLR) reports to the Customer Loyalty Manager (CLM)
and will:Be accountable for standard renewal activities.Develop
strategies to drive renewal growth to increase revenue.Implement
proactive strategies to mitigate customer churn by identifying
at-risk accounts and developing tailored retention plans in
partnership with the account sales team.Segment the renewal pools
and adapt solutions for differentiated levels of servicing,
outreach, and white glove support.Provide just-in-time training,
demos, or support for instructors to enhance the customer
experience.Collaborate with sales and marketing to develop
strategies to drive renewal growth and increase market share.Act as
a creative problem solver with other teams (Services, Sales,
Marketing, and Operations) to support continuous improvement and a
scalable quality customer experience.Utilize reporting tools to
forecast and monitor renewal progress by individual instructors,
discipline, and region.Demonstrate a commitment to lifelong
teaching and learning while supporting diversity, equity, and
inclusion.AccountabilitiesEffectively communicate account health
and action plans for high-risk accounts and accounts in partnership
with the sales team.Build and foster strong relationships with
instructors, leveraging satisfied customers for case studies and
promotional activities.Work as a team player, collaborating
cross-functionally to expand and renew business and achieve other
common goals.Provide ongoing customer education to maximize usage,
retention, value and student outcomes across Pearson technology
solutions.Support Diversity, Equity, and Inclusion (DEI)
initiatives.CapabilitiesDevelop and leverage strong relationships
with customers and internal teams.Exhibit a proactive and
self-motivated attitude towards work.Demonstrate effective
communication and collaboration skills.Demonstrate empathy and a
strong customer-centric approach to ensure customer satisfaction
and support growth.Prioritize customer needs and satisfaction in
all activities.Utilize analytical skills and demonstrate the
ability to learn and adapt quickly.Be accountable for delivering
results and achieving performance targets.Align personal
performance with organizational goals for success.Exhibit
capability in managing change and adapting to new
processes.Demonstrate emotional intelligence and awareness in
interactions.Exhibit strong problem-solving skills to address and
resolve customer issues.Qualifications1-3+ years of experience in
customer success, sales or customer facing experience in a highly
matrixed organization.Experience in client renewals and
retention.Experience using tools like Salesforce and Tableau to
allocate time and resources effectively.Demonstrated
problem-solving skills, effective communication, and ability to
collaborate between stakeholders.Travel - Occasional limited
travelCompensation at Pearson is influenced by a wide array of
factors including but not limited to skill set, level of
experience, and specific location. As required by the Colorado,
California, Washington State, New York State and New York City
laws, the pay range for this position is as follows:Minimum
full-time salary range is between $65,000 - $70,000.This position
is eligible to participate in a sales incentive plan, and
information on benefits offered is here.Pearson provides a flexible
work environment for its employees. We believe that the ability to
work from anywhere, anytime in work/life balance is a critical part
of our culture and employee satisfaction. In exchange, we require
that employees have the appropriate means to work remotely,
including adherence to our work at home policies regarding home
office setup, including but not limited to privacy of records,
technology standards, equipment standards and expectations.Pearson
is an Equal Opportunity and Affirmative Action Employer and a
member of E-Verify. All qualified applicants, including minorities,
women, protected veterans, and individuals with disabilities are
encouraged to apply.What to expect from PearsonDid you know Pearson
is one of the 10 most innovative education companies of 2022?At
Pearson, we add life to a lifetime of learning so everyone can
realize the life they imagine. We do this by creating vibrant and
enriching learning experiences designed for real-life impact. We
are on a journey to be 100 percent digital to meet the changing
needs of the global population by developing a new strategy with
ambitious targets. To deliver on our strategic vision, we have five
business divisions that are the foundation for the long-term growth
of the company: Assessment & Qualifications, Virtual Learning,
English Language Learning, Workforce Skills and Higher Education.
Alongside these, we have our corporate divisions: Digital &
Technology, Finance, Global Corporate Marketing & Communications,
Human Resources, Legal, Strategy and Direct to Consumer. Learn more
at We are Pearson.We value the power of an inclusive culture and
also a strong sense of belonging. We promote a culture where
differences are embraced, opportunities are accessible,
consideration and respect are the norm and all individuals are
supported in reaching their full potential. Through our talent, we
believe that diversity, equity and inclusion make us a more
innovative and vibrant place to work. People are at the center, and
we are committed to building a workplace where talent can learn,
grow and thrive.Pearson is an Affirmative Action and Equal
Opportunity Employer and a member of E-Verify. We want a team that
represents a variety of backgrounds, perspectives and skills. The
more inclusive we are, the better our work will be. All employment
decisions are based on qualifications, merit and business need. All
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 strive for a workforce that reflects the
diversity of our communities.To learn more about Pearson's
commitment to a diverse and inclusive workforce, navigate to:
Diversity, Equity & Inclusion at Pearson.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.Note that the
information you provide will stay confidential and will be stored
securely. It will not be seen by those involved in making decisions
as part of the recruitment process.Job: SALESOrganization: Higher
EducationSchedule: FULL_TIMEWorkplace Type: RemoteReq ID:
17197#location
Keywords: Pearson, Baton Rouge , CUSTOMER LOYALTY REPRESENTATIVE, Other , Baton Rouge, Louisiana
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