Department: PSQ - UK Sales

Location - Hybrid - Poznan Office - Poland

Reports to: Digital Account Specialist - Team Leader

Purpose:

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 usage Reports
•    Pipeline health & lead conversion
•    NPS scores

Required Skills/Experience:

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. Good knowledge of the UK education market

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