Customer Delivery Project Manager

Customer Delivery Project Manager

About the Role

The Customer Delivery Project Manager leads the successful onboarding and launch of Pearson’s Institutional Sales solutions for our higher education customers. From contract signature through go-live, you will serve as the customer’s primary delivery partner, coordinating the people, activities, and decisions needed for a successful implementation.

This is a customer-facing role combining relationship management, solution-oriented problem-solving, and structured project delivery. You will take time to understand each customer’s goals and operating environment, guide them through key decisions, and keep internal and customer stakeholders aligned.

You do not need to be a technical expert or perform system configuration yourself. You will partner with technical and product specialists, helping translate complex information into clear actions for the customer.

Key Responsibilities

Lead the Customer Experience

• Serve as the primary delivery contact throughout the implementation
• Build trusted relationships with customer stakeholders and create confidence in the delivery process
• Lead customer kickoff meetings and establish shared goals, responsibilities, timelines, and ways of working
• Understand each institution’s priorities, processes, stakeholders, and academic deadlines
• Guide customers through implementation decisions and manage expectations throughout the journey

Plan and Coordinate Delivery

• Develop and manage implementation plans covering milestones, responsibilities, dependencies, and timelines and risks
• Coordinate activities across customers and internal teams, including Sales, Product, Technical Implementation, and Support
• Bring the right specialists into customer conversations at the appropriate time
• Maintain clear progress reporting and ensure stakeholders understand priorities and next steps
• Manage multiple implementations while providing a responsive and high-quality customer experience

Prepare Customers for Launch

• Lead go-live readiness reviews and confirm that customer and Pearson requirements have been completed
• Ensure stakeholders understand the launch plan, support arrangements, and outstanding actions
• Coordinate a smooth transition to ongoing account management, customer success and technical support teams
• Document implementation outcomes, outstanding items, and lessons learned

What We Are Looking For

• Experience leading customer onboarding, implementation, service delivery, or other customer-facing projects
• Strong customer relationship and stakeholder management skills
• A solution-oriented mindset and the ability to turn challenges into practical actions
• Strong planning, organization, and prioritization skills
• Clear and confident communication across customer, business, and technical audiences
• Ability to coordinate cross-functional teams and drive accountability without direct authority
• Confidence managing changing requirements, competing priorities, and difficult conversations
• Comfort working with digital products or technology-enabled services without being a technical specialist
• Experience in higher education, education technology, publishing, or another complex customer environment would be an advantage
• Familiarity with project management and CRM tools

The Nature of This Role

This is not a software development, Scrum Master, Product Owner, or deeply technical project management role. The focus is on customer partnership, implementation planning, stakeholder coordination, practical problem-solving, and successful delivery.