Customer Success Specialist

Role Overview

• Serve as the primary point of contact for assigned Higher Education institutions in Türkiye, managing end‑to‑end post‑sales engagement and maintaining strong, trusted‑advisor relationships with academic, administrative, and IT stakeholders.
• Conduct regular adoption reviews, governance meetings, and strategic planning sessions with Deanship offices and institutional coordinators (e.g., ITU committees).
• Partner with senior administrators and faculty to advise on strategic, tactical, and operational considerations related to digital transformation and effective use of Pearson solutions.
• Host periodic evaluation meetings to review performance, measure impact, and identify further digital training or adoption needs.
• Lead successful enablement of new institutions, ensuring smooth rollout of MyLab & Mastering, Revel, eText, and other Pearson digital solutions.
• Coordinate and deliver faculty sessions, coordinator level adoption training, and start‑of‑term preparation activities.
• Health checks to ensure LMS integrations are correctly activated by global Customer Success teams, as well as institutional IT/Technology and Pearson engineering teams, especially during Institutional upgrades or infrastructure changes.
• Own semester readiness activities by creating customized courses, embedding in-course support materials, and ensuring timelines align with institutional academic calendars.
• Design and execute adoption plans aligned with academic cycles, monitoring usage analytics and proactively addressing adoption risks.
• Deliver on-campus and virtual faculty training on pedagogical best practices, digital tool usage, and high‑impact teaching workflows.
• Provide on-campus support during critical academic periods (midterms, finals), assisting faculty and students with issue resolution and coordinating escalations.
• Offer expertise for advanced digital use cases, supporting colleagues and clients in achieving deeper, more sophisticated digital adoption.
• Produce custom reporting packages including MyLab/Revel gradebook exports, usage analytics, student performance reports, and tailored dashboards for institutions (e.g., ITU, Bilkent, Bahçeşehir, Haliç, Medipol).
• Provide operational support for locally maintained products such as Pearson Kariyer Akademisi, including account creation, class setup, assignment allocation, and preparation of end‑of‑term instructor‑level reporting.
• Prepare ROI and impact summaries demonstrating student learning outcomes, adoption growth, and institutional value.
• Escalate complex instructor and student issues to the correct support channels, debriefing Tier 2 & 3 teams conducting in-depth root-cause investigations and platform testing.
• Coordinate with Pearson engineering, product, and customer support teams to resolve escalations efficiently and communicate updates clearly and professionally to stakeholders.
• Proactively monitor risk during high-stakes assessment windows to anticipate potential failures (e.g., LockDown Browser issues, graphical errors, keystroke/typing bugs, timer malfunctions) and activate rapid response plans.
• Collect structured feedback from faculty, students, and institutional IT teams, synthesizing insights to inform product, engineering, and Customer Success strategy.
• Contribute to case studies, success stories, and best-practice documentation to strengthen institutional partnerships and internal knowledge-sharing.
• Maintain up‑to‑date awareness of market dynamics, HE digital trends, and competitive landscape in Türkiye and the MENAT region.
• Lead the development and maintenance of instructional videos, user guides, and platform documentation in both Turkish and English.
• Proactively communicate platform updates, feature changes, and known issues to Türkiye-based Sales, Support, and Digi-Teams.
• Provide expert handover on complex issues to Customer Services & Support, ensuring seamless management of investigation-heavy cases.
• Partner closely with Sales on renewals, pricing updates, proposal development, and identification of expansion opportunities (e.g., new departments, institution-wide deployments).
• Strengthen customer loyalty and retention by ensuring consistent alignment with institutional priorities and digital transformation goals.
• Support cross-functional initiatives to enhance Pearson’s footprint across the Turkish Higher Education ecosystem.
• Work closely with Customer Success and Sales teams to monitor account health, risk indicators, and growth opportunities.
• Provide management and regional leadership with monthly reports, insights, and actionable CRM updates via Salesforce (OneCRM) or equivalent systems.
• Participate actively in Customer Success team meetings and contribute to shared workflows, standards, and operational excellence.

Requirements

• Familiarity and experience with digital courseware setup across K12, ELT and HE
• Understanding of LMS platforms including Canvas, Blackboard, Moodle, and D2L.
• Ability to analyze usage dashboards and interpret customer health data.
• Skilled in Tableau/Power BI for dashboard visualization, and performance tracking. (preferred)
• Strong command of advanced Excel functionality (VLOOKUP/XLOOKUP, PivotTables, PivotCharts and large-dataset analysis) with the ability to synthesize complex data into actionable insights and customer reports (preferred)
• Excellent communication and presentation abilities.
• Strong problem-solving and project-management skills.
• High empathy and ability to work with diverse stakeholders—from deans to IT specialists to faculty.
• Comfortable managing multiple accounts during peak academic cycles.
• Experience in SaaS, EdTech, or digital transformation in education
• Background in teaching, instructional design, or academic technology
• Certifications in customer success (CSM, CCSM) or project management (PMP, Agile)

Tech Stack

• PMP
• Tableau

Benefits

• Travel up to 25% within Türkiye to provide on-site training, support, governance engagement, and institutional partnership development.