[Hiring] Implementation & Onboarding Specialist @Pearson

Role Description

The I&O Specialist is an individual contributor responsible for managing, executing, and completing post-sale implementation and onboarding activities for digital courseware and assessment products purchased by customers. The Specialist serves as the primary operational executor for CRM-submitted requests from internal teams—primarily Sales—and ensures timely, accurate, and consistent delivery across both service lines.

Responsibilities are post-sale and focused on execution of implementation and onboarding tasks, including:

• Platform configuration and operational setup
• Admin user enablement through structured onboarding delivery
• Implementation & training resource development (sop-aligned)
• Cross-functional coordination
• Documentation & Reporting

The I&O Specialist is directly accountable for fulfilling approved implementation and onboarding delivery requests and escalating scope deviations when required.

Qualifications

• Bachelor’s degree or equivalent experience in education, business, or a related field.
• +2 years of experience in educational services, operations, or customer onboarding preferred.
• Strong organizational and project coordination skills.
• Excellent communication and problem-solving abilities.
• Familiarity with CRM systems (e.g. Salesforce, ServiceNow) and digital learning and assessment management platforms.
• Detail-oriented with a high level of accountability and ownership.

Requirements

• Manage and process CRM tickets related to implementation and onboarding.
• Ensure execution aligns with confirmed commercial scope and internal Standard Operating Procedures (SOPs).
• Deliver structured onboarding sessions for courseware and assessment platforms.
• Maintain session quality, clarity, and consistency.
• Develop, standardize, and maintain reusable onboarding resources.
• Coordinate with internal teams when tasks require multi-team collaboration.
• Maintain accurate records of task completion within CRM and tracking systems.
• Identify recurring friction patterns and propose process improvements.

Benefits

• Support onboarding delivery through live admin training.
• Development and maintenance of resources that enable administrators to manage platforms independently.
• Handle customized services by identifying non-BAU needs.