Customer Success

Join Our Team!

Pearson is the world’s leading learning company. Our Pearson Assessment for Learning Suite (PALS) is a comprehensive portfolio of K-12 school assessment solutions including formative and interim academic assessments, academic and social/emotional wellness screeners, and MTSS solutions. Our Partner Success team supports the healthy and successful implementation of this full suite of products across the country!

As a Success Partner, you will support a regionally assigned portfolio of midsize school district accounts. You will own the implementation experience for your accounts “end to end” across all PALS products.

Your core charge is to grow Pearson’s School Assessment customers into true partners.

We believe we achieve that by adopting and honoring these three pillars:

Importantly, you will be joining a new Success team that is still founding. If you are looking for a mature, well-established Success org, this will not be the right fit for you. The right candidate s will enjoy contributing to building something new, and will bring ideas, experience, and expertise that can be drawn on to inform and shape our systems and practices.

• Develop a tailored implementation strategy for each partner that integrates our “gold-standard” implementation milestones for each product with the account’s unique instructional, assessment, and technology priorities and ecosystem.
• Develop clear goals for the account’s implementation, and build shared investment in a healthy successful implementation, so that everyone knows what “success” looks like and you can guide the account through the year accordingly.

• Guide partners through roster data integrations, platform configurations, and compliance requirements for all products, so everything is set up just right!
• Facilitate all onboarding activities prior to “go live” skillfully, communicating clearly and proactively with the account and cross-functionally inside of Pearson, enabling rapid completion of key adoption milestones.

• Leverage data systems and communication cadences to proactively monitor the health of your accounts, drive product adoption and value, reduce churn, and build brand loyalty.
• Engage accounts who are at risk or disengaged in recovery strategies to foster partnership, drive adoption, and improve overall account health.
• Travel up to 4 nights per month for onsite activity supporting key implementation milestones or conference attendance alongside your accounts.

• Partner closely with cross-functional teams within Pearson School Assessment, including Product, Technology, Marketing, Sales, Professional Development, and Support to ensure a seamless customer journey.
• Value cross-functional collaboration and actively contribute to multi-directional feedback loops that strengthen our business and the customer experience.

• Skillfully connect product usage and impact data into actionable insights with a meaningful story for partners, grounded in their implementation goals and strategy.
• Operate with a focus on systems and scalability that optimize the customer experience, business efficiency, and industry leadership.

We understand that competencies are broader than mere knowledge or skills – they reflect how someone applies what they know (knowledge) and what they can do (skills) in real-world situations. Our team had adopted a framework of seven competencies, with five performance levels, to evaluate our performance, identify priority areas for improvement, and drive coaching. Our Partner Success competencies are: