Our mission is to partner with schools to deliver learner progression. All students from the age of 5 through to 18+, have their own individual learner journeys. Alongside their teachers, Pearson can help them make the progression most appropriate to them, whether onto Further or Higher Education onto Apprenticeships or directly into work.   Through a consultative, collaborative sales approach we support our school customers with the right choice of products and services for their learners. 

 

Reporting to the Poznan Team Leader the Digital Account Specialist (DAS)  is based in our Customer Success Team and supports the Sales team to achieve revenue and retention targets and develop our market share through excellent customer support and consultative selling. This is achieved through product support and guidance, providing digital solutions and a Pearson product and service surround which exceeds expectations. 
 
A DAS is responsible for developing and retaining Pearson business across a variety of digital products and services. 

Subscription Renewal plans – Delivering clarity on what the customer wants to achieve and why, where are they now and what next in the subscription journey. Each customer should have an active renewal plan  Cross/Upsell – Identify and pass leads to local sales team and contribute to Sales Revenue Targets through individual sales and retention when appropriate.  Exceptional Customer Success Support – First line response to our customers needs in a professional and timely manner through OneCRM Case Management, Live-chat and inbound phone channels.  

Within 1 month, you will: 

Complete new hire onboarding including e-Learning courses, manager led training, role specific mentorship/or buddy, and more  Meet with key stakeholders across the business that you will  interact with frequently  Review and understand your assigned territory and customers   Learn best practices, processes, and business tools that enable us to be successful  Receive training on Pearson’s core values   Document customer cases, create quotes/orders and update contact information in Salesforce 

Within 3 months, you will: 

Begin resolving cases independently  Respond to inbound communication channels such as Live-chat, email and telecomms  Maintain and deliver custom retention plans for assigned accounts  Confidently overcome primary objections and cancellation requests  Continue to build and expand relationships throughout the company  Document customer profile, plans and contact information in Salesforce  Leverage data to prioritise and focus on what matters most 

Within 6 months, you will: 

Become a trusted Digital Account Specialist and advocate for your customers’ voice  Provide guidance to customers on how to maximize the value our solutions for their business  Provide feedback on ways to improve customer and user experience  Be challenged and encouraged to broaden your skills 

Main Accountabilities

Accountabilities: 

Collaborating to achieve National Revenue targets for digital  Driving activation ensuring customers reach key onboarding milestones  Proactive engagement using usage analysis to reach out to customers with additional support or when usage drops  Driving increased print retention through successful contact cadences   Cross and upsell in retention calls where appropriate 

Key Performance Indicators: 

Annual revenue vs target  Virtual Meetings  RAG usuage Reports  Pipeline health & lead conversion 

Required Skills and Experience

Essential Experience and competencies: 

The ability to leverage communication in order to change attitudes or behaviour by using written or spoken words to convey information to gain specific advantage, impact or outcome.  Demonstrate collaborative attitude and behaviour consistent with team and organisational values as the matrix account structure will deliver the complete customer experience.  Objection handing, negotiation and presentation skills  Demonstrate, share and inform best practice. 

Personal competencies: 

Highly motivated and results driven – shows initiative to achieve and generate opportunity  Customer retention focused  Strong organisational and planning skills  Commercially minded and able to effectively define and deliver sales strategy  Committed and flexible  Aptitude for learning new technologies and skills. Competent with digital media