Specialist, Customer Success

The Specialist, Customer Success role will be aligned to the International Higher Education line of business in the Middle East & Africa (MEA+), Customer Success function. Their engagements will span across College and University Administrators, Course-Level leaders, Department Chairs, and key faculty and heads of departments.

The role will ensure successful implementation of Pearson products and services across all institutional stakeholders. Responsibilities will include:

• 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.

• Partner with faculty on digital learning design to optimize course alignment, engagement, and instructional effectiveness.

• 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.

• Escalating 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., Lock Down 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…