Pearson Education Indochina Ltd.

Job ID: BK-139496 | Location: Bangkok, Thailand
27 September 2019 Print Report Share

Pearson Education Indochina Ltd.

Job ID: BK-139496 | Location: Bangkok, Thailand

Vocational Qualifications Customer Success Manager

We are currently seeking an individual who is passionate about driving operation excellence and championing quality standards to drive better outcomes for our customers and learners. This role of  Vocational Qualifications Customer Success Manager has much variety and entails working with the in-country and regional team to support a diverse range of centres at various stages of onboarding and implementation for internationally recognized vocational qualifications delivered in English and/or Thai language. 

Key Deliverables:

  • Support centres with the selection and implementation of international vocational qualifications including programme/unit selection, timetabling models, delivery opportunities in the classroom from a teaching perspective, assessment planning and assessment methodologies, and opportunities for industry engagement.
  • Support centres with mapping content from other curricula and understanding specialist sector specification requirements for delivery, assessment and quality assurance
  • Support new and potential centres through the approval process including needs analysis and defining centre and programme support packages.
  • Support centres to understand and meet quality assurance processes including internal and external verification of assessment standards.
  • Manage queries and instances of non-compliance with quality assurance policies and systems
  • Understand and document customer requirements as well as develop and deliver project plans for each customer project to ensure desired customer objectives, learning outcomes and user experiences are achieved.
  • Scope and drive completion of vocational qualification projects
  • Develop realistic project plans based on assessments of project objectives, scope and potential interdependencies with other projects
  • Implement appropriate methodologies and tools to achieve desired outcomes effectively
  • Investigate project exigencies, identify and address their risks Identify at risk business due to poor customer experience and suggest plans for improvement and increased retention working on a strategy in conjunction with country and portfolio management team.
  • Set up timely touchpoints to engage internal and external stakeholders that impact or are impacted by the project process and outcomes
  • Work collaboratively with internal stakeholders through ongoing consultation and engagement meetings to ensure implementation and training programmes are included in proposals and delivered effectively and on time.
  • Create, document and manage/execute bespoke training programmes matched to the customer’s desired learning outcomes, agreed training needs and course goals, including change management.
  • Co-ordinate and manage post-training evaluation and feedback questionnaires
  • Track and report progress to the leadership team regularly in agreed format.
  • Deliver and manage post-implementation support services and ensure ongoing account management.
  • Work towards achieving measurable proof of efficacy of all solution services and foster a culture of evidence-based decision-making through embedding efficacy and research in strategy and planning, and in how implementation services are conceptualised, developed, and delivered.
  • Build collaborative relationships with key customers and stakeholders in education to support business development and ensure smooth project implementation and quality assurance requirements.


  • Bachelor degree ( BA, BSc, B.Tech, B.Eng)
  • Comfortable with digital tools for collaboration (eg Excel, Word, PowerPoint, MS Project, Visio, equivalents)
  • Understands school/post-school technology environments and project deployment.
  • Understanding and experience of technical and vocational education and training sector. Training and or teaching experience strongly preferred.
  • Appreciation and experience of innovative curriculum development is highly desirable.
  • BTEC practitioner experience, or similar such experience of internationally benchmarked vocational qualifications or systems, is desirable
  • Fluency in spoken and written English is essential
  • Can demonstrate a successful track record of project implementation and commercial judgement in previous roles.
  • Possess sound understanding of and experience in the implementation of learning solutions in various market segments.
  • Strong presentation skills and able to deliver effective training.
  • Demonstrates collaborative skills.
  • A rational, assertive and confident individual who can speak his/her mind and articulate business needs and recommendations at the senior management level.
  • Demonstrates collaboration skills. Ability to work collaboratively across business units, and with various internal and external specialists
  • Strong communication and networking skills, including the ability to direct and resolve customer queries quickly and efficiently and be an approachable support mentor for centres and teachers.
  • An established quality assurance background is needed to ensure centres are fully supported from the outset
  • Ability to think creatively about the qualifications we offer and provide centres with the best-fit programme based upon their needs.

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