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