Director, Implementation and Renewals

Director, Implementation and Renewals

Job ID: 2013-16935

# of Positions: 1
Posted Date: 5/6/2013
Job Location: US-MA-Boston
Position Type: Regular Full Time
Category: Marketing

Overview

Pearson has one defining goal: to help people progress in their lives through learning. We champion innovation and we invest in models for education that deliver on our promise for effective, accessible, and personal learning from early literacy, college and career readiness to professional education, through data informed instruction and inventive applications for mobile and digital learning.

Pearson, the world's leading learning company, has global-reach and market leading businesses in education, business, and consumer publishing and is listed on the London and New York stock exchanges (UK: PSON; NYSE: PSO). For more information, visit www.pearson.com.

Pearson is an Equal Opportunity Employer M/F/V/D, and a member of E-Verify.

Responsibilities

The primary responsibility of the Director, Implementation and Renewals is to create processes and procedures that will drive high conversion rates from purchase order to product activation. This role supports the implementation workflows of several digital supplemental products and will focus on ways to ensure high degrees of customer satisfaction and supporting strategies that lead to successful renewal rates.

The Director, Implementation and Renewals will be evaluated empirically using metrics derived from actual product registration, usage data, regular surveys of customer satisfaction and renewals.

The daily efforts of the Director, Implementation and Renewals will focus on the following 5 areas:

Presales-Work directly with the Pearson sales force and customers to ensure the customer's ability to implement the program is considered as part of the sales process. This will include working with the customer to customize service offerings to fit specific implementation models and customer goals.

Customer service-Serve as a liaison to Pearson Customer Service, prepare the support staff for questions from customers during the implementation process, keep support staff appraised of new accounts, upcoming activities, and new product configurations. Monitor customer support calls to ascertain possible platform enhancements or customer facing communication needed to continuously improve digital supplemental products. Work with appropriate departments and business units within Pearson to develop online resources including FAQ's, Video Tutorials, Discussion Boards, etc. to allow for 24/7 support options.

Implementation support-Develop implementation plans for a variety of configurations that will result in smooth implementation of the digital product. These plans should range from being available to all who purchase a subscription, to customized service offerings that include for fee services such as on site Professional Development, Content Ingestion, and SIS Support.

Activation- Develop processes (both manual and automated) that will result in high conversion rates from purchase to activation. Through continuous monitoring of license consumptions and platform usage, target specific customers with service offerings (for free or fee) that will enable them to derive the most value out of their digital subscriptions while improving student outcomes. Work directly with sales representatives to upsell and renew with new product offerings.

Analytics-Work with Product Management, Development, and Customers to create and continuously improve effective reports on customer behaviors within the platform. These reports should also encompass regular surveys of customer satisfaction in addition to the information derived directly from usage data. Data will be derived from sources as varied as SAP, RUMBA, Google Analytics, and online survey tools. Ultimately reports should be developed for both Internal and Customer use.

Renewal--- Develop processes (both manual and automated) that will result in high renewal rates for supplemental digital products. This effort will include working across Pearson departments and business units to provide timely proactive contact, the development strategies for renewal campaigns, and the communication plans to support them.

Qualifications

REQUIRED EXPERIENCE
- BA/BS degree
- Minimum of 7+ years of experience in supporting the sales and implementation of educational technology products
- Proven success record managing large accounts and territories
- Ideal candidate will also have previous experience in the public school system
- Master's degree a plus

Skills/knowledge/abilities:
- Cross-functional leadership of stakeholders and teams across diverse internal and external groups
- Deep knowledge of the Company's industry
- Proven ability to work with technical and non-technical staff
- Natural leader
- Exceptional communication and negotiation skills
- Comfort with and a desire to work in a fast-paced, start-up environment
- Ability to build and leverage a strong network of peers and partners
- Product AND people oriented mentality
- A strong sense of curiosity and desire to learn

#LI-KN