Edtech.com's Summary

Pearson VUE is hiring a Client Care Analyst. The role involves managing client relationships and collaborating with Program Managers to ensure delivery of program elements that meet Pearson VUE's standards for timelines, quality, and budget. The analyst will also handle escalated issues, recommend process improvements, and manage projects to enhance client satisfaction.

Highlights

Maintain global relationships with Program Management and critical stakeholders.
Leverage internal systems knowledge to recommend best practices.
Process client configuration change requests to ensure satisfaction.
Investigate and resolve client and internal escalated issues.
Analyze trends and suggest process improvements.
Manage projects for Program Manager and Client Services teams.
Develop Subject Matter Expert knowledge for specific client programs.
Requires Bachelor's degree preferred or equivalent experience and 2+ years of client support experience.
Experience with project and data management tools like SmartSheet and PowerApps preferred.
Compensation range provided based on location and experience.

Client Care Analyst Full Description

Client Care Analyst

Minneapolis, MN

Job: Customer Success
Schedule: FULL_TIME

About the Role

In this exciting and fast-paced role, you will help Pearson VUE manage relationships with some of our most important clients by working side-by-side with Program Managers to maintain client satisfaction. You will act as a key day-to-day interface between the customer and internal Pearson VUE personnel to ensure that all of the program elements are effectively and efficiently delivered at or above Pearson VUE’s and customer’s requirements with regard to the program’s timelines, quality standards, and budget.

RESPONSIBILITIES:

Develop and maintain key relationships globally with Program Management and other critical stakeholder teams
Leverage knowledge of internal systems to recommend best practices
Work closely with Program Managers and other stakeholders to ensure client configuration change requests are processed successfully to ensure client satisfaction
Investigate and resolve escalated issues from the client or internal teams
Analyze trends and make recommendations on process improvement
Manage projects for Program Manager & Client Services team
Develop Subject Matter Expect knowledge level for an area of launch or client configurations.

REQUIRED KNOWLEDGE AND EXPERIENCE

Bachelor's degree preferred or equivalent experience
2 + years of client support experience
Strong Customer Service focus including experience meeting and exceeding the needs of internal and external clients. This includes the ability to understand large client programs and understand the data needs around those programs.
Successful management of multiple projects and day-to-day tasks with short timeframes.
Excellent technical analysis and problem-solving skills
Ability to work in a team environment and work independently
Exceptional attention to detail and prioritization skills
Ability to communicate effectively with employees at all levels of the organization

PREFERRED KNOWLEDGE AND EXPERIENCE

Experience working with project & data management applications such as SmartSheet, PowerApps etc

Ability to synthesize complex solutions into a clear and concise, external-facing message

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:

1153487

Job Family: GO_TO_MARKET

Original Job Description

Client Care Analyst

Minneapolis, MN

Job: Customer Success
Schedule: FULL_TIME

About the Role

RESPONSIBILITIES:

Develop and maintain key relationships globally with Program Management and other critical stakeholder teams
Leverage knowledge of internal systems to recommend best practices
Work closely with Program Managers and other stakeholders to ensure client configuration change requests are processed successfully to ensure client satisfaction
Investigate and resolve escalated issues from the client or internal teams
Analyze trends and make recommendations on process improvement
Manage projects for Program Manager & Client Services team
Develop Subject Matter Expect knowledge level for an area of launch or client configurations.

REQUIRED KNOWLEDGE AND EXPERIENCE

Bachelor's degree preferred or equivalent experience
2 + years of client support experience
Strong Customer Service focus including experience meeting and exceeding the needs of internal and external clients. This includes the ability to understand large client programs and understand the data needs around those programs.
Successful management of multiple projects and day-to-day tasks with short timeframes.
Excellent technical analysis and problem-solving skills
Ability to work in a team environment and work independently
Exceptional attention to detail and prioritization skills
Ability to communicate effectively with employees at all levels of the organization

PREFERRED KNOWLEDGE AND EXPERIENCE

Experience working with project & data management applications such as SmartSheet, PowerApps etc

Ability to synthesize complex solutions into a clear and concise, external-facing message

1153487

Job Family: GO_TO_MARKET

Let me find your next job.

Thanks - you're signed up.

Client Care Analyst

Edtech.com's Summary

Client Care Analyst Full Description

Client Care Analyst

Customer Success Manager (SC)

Customer Success Manager (Detroit, MI)

Account Manager

Manager, Operations - Customer Experience

Manager, Operations - Customer Experience