• Evaluates customer needs while connecting them to appropriate Pearson solutions. • Ensures successful customer onboarding, digital access setup, orientation of the user experience, and correct student usage of Pearson products. • Responsible for driving instructor success with the necessary skills, information, and on-going training and assistance. • Utilizes reports and data to analyze, grow market share, and prioritize and make decisions impacting accounts in their territory. • Thinks critically to adapt solutions to meet evolving customer strategy and specific territory requirements. • Collaborates with internal stake holders (Services, Marketing, and Account Management) to monitor sales growth and scale quality assurance. • Demonstrates a commitment to lifelong teaching and learning while supporting diversity, equity, and inclusion.

• Driving expansion and adoption of our software and services • Managing the onboarding process for each new customer • Assisting the sales team in driving and managing referrals • Reviewing the customer journey, identifying how it’s supported, taking a consultative approach in helping clients to overcome issues and achieve goals • Providing critical insights to the product team as a means to improve our developing platform • Maintaining customer health and introducing new, valuable features as they become relevant on the customer journey • Educating champions and their teams on the value of our product, and helping uncover use cases before they become emergencies • Working cross-functionally with product, sales, and support team members to foster a strong sense of community and information sharing • Achieve and exceed quarterly onboarding goals • Upselling existing accounts to more premium tiers

• Apply First Principles Problem Solving to understand customer objectives, identify root causes of challenges, and develop practical solutions that drive successful security program outcomes. • Use Data-Driven Decision Making to analyze program performance, deliver benchmarking and actionable insights, and help customers make informed decisions about their security programs. • Demonstrate AI First thinking by leveraging AI-powered tools to improve productivity, customer engagement, and program delivery while sharing successful practices with teammates. • Practice Change Agility by adapting quickly to evolving customer requirements, security priorities, and platform capabilities while maintaining momentum toward desired outcomes. • Manage a portfolio of customer accounts throughout the customer lifecycle, including onboarding, adoption, renewal, and program expansion. • Serve as the primary liaison between customers and internal teams including Sales, Product, Engineering, Marketing, and Support to ensure customer requirements and milestones are successfully achieved. • Support customer escalations and facilitate resolution of issues, including hacker-customer mediations when necessary, while maintaining clear communication and customer trust. • Deliver executive business reviews, strategic presentations, and customer training sessions that demonstrate the value of HackerOne services and progress toward customer security objectives. • Advocate for customers by gathering feedback, identifying opportunities for product improvement, and contributing to enhancements in the customer experience. • Contribute to the continued refinement and evolution of HackerOne's Customer Success methodologies and best practices.

Role Description The Sr. Manager - Customer Engagement leads a global team responsible for managing business relationships, escalation governance, and engagement across IT Support Services (ITSS) for US and international OGA operations. This role acts as a critical bridge between business stakeholders and technology teams, ensuring seamless service delivery, proactive engagement, and adoption of ITSS capabilities to improve employee experience and operational outcomes. Drives global customer engagement, escalation governance, and business-IT alignment to enable proactive service delivery and improved employee experience across ITSS. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges. Primary Responsibilities - Customer Engagement & Governance - Establish and operationalize a structured engagement model across US and international business partners, including defined cadence, governance, and accountability frameworks. - Build and maintain solid relationships with business POCs, acting as the single point of contact for ITSS engagement and service alignment. - Drive Voice of Customer (VoC) integration, translating feedback into actionable improvements for ITSS services and capabilities. - Escalation & Incident Management - Lead end-to-end escalation management, ensuring prioritization based on business impact and timely resolution of high-severity incidents. - Identify and implement proactive escalation strategies by leveraging data insights and business feedback to anticipate risks, streamline response mechanisms, and prevent issue recurrence. - Ensure closed-loop resolution, including root cause analysis, communication, and prevention of repeat issues. - Business-IT Alignment & Change Enablement - Act as a bridge between business and IT, translating operational needs into technology priorities and ensuring solution alignment. - Partner with Tech Experience and product teams to socialize new technologies and drive adoption across business units. - Leverage data-driven insights (CSAT, incident trends, usage metrics) to influence prioritization and continuous improvement. - Global Team Leadership - Lead and develop a distributed team across onshore (US) and offshore (Philippines) locations, ensuring alignment on goals, processes, and service delivery. - Establish a high-performance culture centered on accountability, responsiveness, and customer-centricity. - Provide leadership during peak periods and major incidents, ensuring team readiness and operational resilience. Kep Priorities - Stand up and scale a standardized customer engagement and escalation governance model globally. - Strengthen business partnerships across US and OGA operations to ensure alignment on priorities and outcomes. - Improve adoption of ITSS tools and self-service capabilities to reduce demand and improve experience. - Shift from reactive escalation management to proactive, insight-led engagement. Success Measures - Operational - Reduction in escalations and faster resolution times through structured management. - Increased adoption of ITSS capabilities driving improvements in CSAT, deflection, and efficiency. - Solid alignment between business and IT, especially during high-severity events. - People & Leadership - High-performing, globally aligned team with clear ownership and accountability. - Solid credibility and trust with business and technology stakeholders. - Recognition as a strategic partner enabling business outcomes, not just an escalation function. Qualifications - Deep experience in incident/escalation management and IT service operations (ITSM). - Proven solid stakeholder management and executive communication skills. - Proven ability to lead global, distributed teams. - Proven ability to drive change adoption and influence without authority. - Proven data-driven mindset with focus on continuous improvement and customer experience. Requirements - All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy. Benefits - Comprehensive benefits package. - Incentive and recognition programs. - Equity stock purchase. - 401k contribution (all benefits are subject to eligibility requirements). Application Deadline This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.