PebblePad - The ePortfolio for Higher Education

• Community Strategy and Engagement Design and manage PebblePad User Groups (PUGs), Special Interest Groups (SIGs), and online community forums at a global level • Build and deliver a global community engagement calendar • Identify, recruit, and nurture PebblePad Champions, advocates, and student ambassadors across customer institutions • Establish and manage Customer Advisory Boards (CABs), driving structured customer input into product and service development • Lead the PebblePad Awards and recognition programme, celebrating innovation and best practice across the community • Collect, synthesise, and present community insight, providing regular updates to Customer Success leadership and Product teams • Develop and maintain a pipeline of referenceable customers to support Sales and Business Development activities • Collaborate with regional teams (including NORAM and APAC) to ensure alignment, consistency, and shared learning across global community initiatives • Co-lead and support global customer events, ensuring a consistent and high-quality community experience • Own and evolve community reporting, including engagement metrics, member growth, advocacy outputs, and community-influenced pipeline • Own the global community communication strategy, including regular newsletters, updates, and targeted engagement campaigns • Oversee and continuously improve the PebblePad community platform (the Hub), ensuring it is active, valuable, and aligned to customer needs • Develop and manage a scalable content strategy to support different stages of the customer lifecycle (onboarding, adoption, maturity, advocacy) • Commercial & Portfolio Ownership Own the health, retention, and growth of a portfolio of strategic customer accounts • Develop and execute account-level strategies for renewal, risk mitigation, and expansion • Conduct regular strategic account reviews, identifying and acting on risk and growth signals • Build strong relationships with key stakeholders and act as a trusted advisor • Surface insights, trends, and opportunities from your portfolio to inform broader Customer Success and community initiatives • Act as a bridge between the community programme and the wider CSM team, ensuring community engagement translates into tangible account value

• Lead end-to-end technical implementation of PebblePad products for new customers: tenant provisioning, feature provisioning, environment setup, integration configuration and go-live validation. • Configure and deliver LMS integrations across Canvas, Moodle, Blackboard, Brightspace and other platforms. • Implement identity and access integrations: SSO (SAML, OIDC), SSO-based account provisioning, Entra ID, ADFS, Shibboleth, LDAP and other authentication mechanisms. • Manage API-based integrations including Microsoft Graph (M365), GraphQL, REST APIs and proprietary platform APIs for third-party systems. • Plan and execute authentication migrations (e.g. ADFS to Entra ID, LDAP deprecation) with minimal disruption to customer operations. • Troubleshoot integration and configuration issues across the stack using logs, API tooling and network diagnostics. • Own technical delivery of customer discontinuations: environment disabling, sync server decommissioning, data deletion processes and offboarding in line with contractual timelines.