Lead Client Partner

• Define and scale global Account Management role expectations, competency frameworks and operating standards




• Create playbooks, governance models and best‑practice frameworks across regions




• Develop team operating rhythms, customer engagement standards and success measures




• Build scalable models supporting onboarding, adoption, value realisation and renewal readiness




• Lead, coach and develop Customer Delivery Managers




• Set objectives, expectations and performance standards




• Foster accountability, collaboration and customer focus




• Provide functional leadership and capability development for Strategic Account Managers




• Own the post‑contract customer lifecycle from sales handover through onboarding, adoption, engagement, value realisation and renewal




• Establish and maintain an account‑health framework




• Strengthen customer governance, success planning and executive engagement




• Improve renewal readiness through customer evidence packs, value narratives and success metrics




• Identify and support within‑contract growth opportunities




• Collaborate with Sales, Product, Marketing, Customer Success, Implementation Delivery, RevOps and Enablement teams




• Act as an escalation point for complex customer situations, renewal risks and competitive threats




• Share customer insight to inform product, commercial and strategic decisions




• Represent Account Management in central leadership forums




• Provide executive insight into customer outcomes, engagement trends, renewal health and portfolio performance




• Help shape Pearson's approach to customer success and long‑term customer value creation

Requirements

• Significant leadership experience across Account Management, Customer Success, Strategic Accounts, Post‑Sales or Customer Delivery functions




• Experience leading multi‑regional or international teams




• Proven success designing and embedding customer‑facing operating models, standards and playbooks at scale




• Strong track record of leading through influence within matrix organisations




• Experience developing customer lifecycle strategies that improve adoption, retention and renewal outcomes




• Deep understanding of customer adoption, value realisation, retention, renewal readiness and account growth




• Experience building Account Management systems, frameworks and governance disciplines




• Strong commercial acumen and confidence using CRM platforms, customer analytics and forecasting tools




• Excellent executive communication and stakeholder management skills




• Ability to influence senior leaders and align diverse teams around common goals




• Structured, pragmatic and solution‑oriented approach to complex business challenges




• Strong planning, organisation and prioritisation capabilities




• Comfortable working within global, matrixed environments




• Digital confidence across technology products and customer success platforms without needing to be a technical specialist




• Judgement to challenge constructively, make decisions and bring recommendations rather than waiting for detailed direction




• Desirable: Experience within Higher Education, Education Technology, SaaS or digital learning environments




• Desirable: Knowledge of customer success technologies and account‑health methodologies




• Desirable: Experience leading transformation or capability‑building initiatives




• Desirable: Familiarity with strategic account planning and enterprise customer engagement models

Core Competencies

Demonstrates expertise in Account Management and Customer Success, with a focus on developing customer lifecycle strategies, governance frameworks, and performance standards. Proven ability to lead and influence cross‑functional teams in a global, matrixed environment to drive customer engagement and value realization.

Highest‑signal resume keywords

• Leadership Experience in Account Management




• Customer Lifecycle Strategy Development




• Account Management Systems and Frameworks




• Executive Communication and Stakeholder Management




• Commercial Acumen with CRM Platforms

ATS Optimization Keywords

Hard Skills

• Customer Lifecycle Strategies




• Account Management Frameworks




• Governance Models




• Performance Standards




• Customer Analytics




• Forecasting Tools




• Value Realisation




• Renewal Readiness




• Onboarding Processes




• Success Metrics

Soft Skills

• Influencing Senior Leaders




• Collaboration




• Structured Problem Solving




• Planning and Organisation




• Accountability

Industry Keywords

• Higher Education




• Education Technology




• SaaS




• Digital Learning




• Account-Health Methodologies

Tools & Technologies

• CRM Platforms




• Customer Success Platforms




• Customer Analytics Tools




• Digital Learning Technologies