Customer Loyalty Representative in Albany, New York

Customer Loyalty Representative

Role Description

The Customer Loyalty Representative (CLR) is a key member of the customer success team. CLR’s partner with district sales colleagues and use data to identify at risk adoptions and renew customers. CLR’s play a critical role in customer education, satisfaction and business growth across assigned sales territories.

The Customer Loyalty Representative (CLR) reports to the Customer Loyalty Manager (CLM) and will:

• Be accountable for standard renewal activities.

• Develop strategies to drive renewal growth to increase revenue.

• Implement proactive strategies to mitigate customer churn by identifying at-risk accounts and developing tailored retention plans in partnership with the account sales team.

• Segment the renewal pools and adapt solutions for differentiated levels of servicing, outreach, and white glove support.

• Provide just-in-time training, demos, or support for instructors to enhance the customer experience.

• Collaborate with sales and marketing to develop strategies to drive renewal growth and increase market share.

• Act as a creative problem solver with other teams (Services, Sales, Marketing, and Operations) to support continuous improvement and a scalable quality customer experience.

• Utilize reporting tools to forecast and monitor renewal progress by individual instructors, discipline, and region.

• Demonstrate a commitment to lifelong teaching and learning while supporting diversity, equity, and inclusion.

Accountabilities

• Effectively communicate account health and action plans for high-risk accounts and accounts in partnership with the sales team.

• Build and foster strong relationships with instructors, leveraging satisfied customers for case studies and promotional activities.

• Work as a team player, collaborating cross-functionally to expand and renew business and achieve other common goals.

• Provide ongoing customer education to maximize usage, retention, value and student outcomes across Pearson technology solutions.

• Support Diversity, Equity, and Inclusion (DEI) initiatives.

Capabilities

• Develop and leverage strong relationships with customers and internal teams.

• Exhibit a proactive and self-motivated attitude towards work.

• Demonstrate effective communication and collaboration skills.

• Demonstrate empathy and a strong customer-centric approach to ensure customer satisfaction and support growth.

• Prioritize customer needs and satisfaction in all activities.

• Utilize analytical skills and demonstrate the ability to learn and adapt quickly.

• Be accountable for delivering results and achieving performance targets.

• Align personal performance with organizational goals for success.

• Exhibit capability in managing change and adapting to new processes.

• Demonstrate emotional intelligence and awareness in interactions.

• Exhibit strong problem-solving skills to address and resolve customer issues.

Qualifications

• 1-3+ years of experience in customer success, sales or customer facing experience in a highly matrixed organization.

• Experience in client renewals and retention.

• Experience using tools like Salesforce and Tableau to allocate time and resources effectively.

• Demonstrated problem-solving skills, effective communication, and ability to collaborate between stakeholders.

Travel – Occasional limited travel

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State and New York City laws, the pay range for this position is as follows:

Minimum full-time salary range is between $65,000 – $70,000.

This position is eligible to participate in a sales incentive plan, and information on benefits offered is here.

Pearson provides a flexible work environment for its employees. We believe that the ability to work from anywhere, anytime in work/life balance is a critical part of our culture and employee satisfaction. In exchange, we require that employees have the appropriate means to work remotely, including adherence to our work at home policies regarding home office setup, including but not limited to privacy of records, technology standards, equipment standards and expectations.

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [email protected].

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: SALES

Organization: Higher Education

Schedule: FULL_TIME

Workplace Type: Remote

Req ID: 16425

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