Advanced Specialist, Customer Success

Pearson Professional Assessments is seeking an experienced Advanced Specialist, Customer Success to directly support our clients in delivering high-stakes assessments.

The role involves a mix of contract, account, and project management to ensure the successful delivery of Pearson Professional Assessments products and services in accordance with contractual timelines and obligations.

This role is ideal for an experienced client-facing professional who has delivered strategic initiatives and operations, managed multiple client accounts, and is able to build strong client relationships.

This is a senior role, operating as a trusted partner to clients and an internal leader across cross-functional teams.

• Act as the primary relationship owner for complex, strategic client accounts, building long-term partnerships grounded in trust and credibility.

• Working with clients and teams across Professional Assessments, lead the end-to-end readiness and delivery of high-stake assessments and initiatives, ensuring alignment to client objectives, timelines, and contractual commitments.

• Own and manage service performance against client contracts, KPIs, and SLAs, ensuring delivery meets agreed commercial and operational outcomes.

• Navigate and resolve complex client challenges, balancing requirements with scalable and sustainable solutions.

• Proactively identify risks, issues, and dependencies, and drive mitigation actions to protect delivery and customer outcomes.

• Influence stakeholders (internal and external) to drive alignment, decision-making, and momentum.

• Lead client-facing governance, including executive updates, account reviews, and stakeholder engagement.

• Contribute to continuous improvement of service delivery, products, and customer success practices.

• Responsible for commercial growth through identification of opportunities, contribution to bids/tenders, and expansion of existing accounts.

• Provide informal leadership, coaching, and guidance to junior team members where required.

Advanced Specialist, Customer Success, this role aligns to industry titles such as Senior Contract Manager, Senior Programme Manager or Senior Account Manager.

• Significant senior-level experience in client-facing contract and account management roles, managing high-value and strategic client accounts. Experience should include client retention responsibility and program/product expansion achievements.

• Strong commercial understanding, including contract management, SLAs, KPIs, and change control.