Digital Client Success Specialist

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October 17

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QS Quacquarelli Symonds

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Education

QS Quacquarelli Symonds is a global leader in higher education performance and insights, offering solutions in student recruitment, reputation management, and employability. The company partners with universities, business schools, and governments worldwide to enhance institutional goals and performance. With a significant focus on digital innovation and sustainability, QS provides data-driven tools and advisory services to help institutions understand and amplify their reach and impact. QS is renowned for its world university rankings and extensive expertise in the higher education sector.

501 - 1000 employees

Founded 1990

📚 Education

📋 Description

• You will understand client objectives and deliver tailored digital and student recruitment strategies that optimize brand awareness and performance through digital campaigns and events. • Direct Client Liaison: Act as the primary point of contact between our internal execution teams and valued clients. Managing day-to-day communications with institutions regarding QS products and services they purchased. • Proactive Customer Engagement: Independently plan and maintain frequent touchpoints with assigned clients, ensuring their needs and expectations are exceeded. • Autonomous coordination of campaign delivery and client support: Provide exceptional client support across a range of products with minimal supervision. • End-to-End Digital Campaign Coordination: Take the lead in independently coordinating and executing digital campaigns for our allotted region from pre sales support to post-campaign analysis. • Tracking: Ensure all sales bookings are promptly recorded and delivery details meticulously tracked. This will include updating client records, sales orders, reports and any changes in a CRM system. • Performance Reporting: Demonstrate expertise by independently delivering scheduled and on demand, insightful reports on the progress and results of digital client campaigns and event performance to demonstrate ROI. Performing analysis that will help identify growth opportunities and areas for improvement. • Technical Proficiency: Develop an in-depth understanding of all our company's digital services, including website content and SEO, display advertising campaigns, email marketing, and social media. • Champion Continuous Improvement: Be an advocate for continuous improvement, identifying areas where we can enhance the digital services and overall client experience. • Upselling and Renewals: Independently collaborate with the sales team to support their efforts with client inquiries and drive successful upselling and renewal initiatives. • Assist Finance Department to collect payments, resolve any issues and improve the invoicing process where required. • Any other duties that fall within the purpose and scope of the role.

🎯 Requirements

• Proven experience in independently managing client relationships and executing successful digital campaigns and client support. • Exceptional communication (written & oral), strategic thinking, and problem-solving skills. • Experience in the North American higher education sector • A keen eye for detail will play a crucial role. • Demonstrated ability to handle multiple tasks and priorities simultaneously. • Ability to work to agreed deadlines, maintaining quality under pressure • Technical proficiency with digital marketing tools and platforms. • A passion for driving client satisfaction and achieving outstanding results. • An ambitious and proactive individual with a proven track record of independent client service excellence and successful digital campaign execution, keen to make a significant impact in the rapidly evolving digital landscape. • Strong communication skills will be instrumental in providing exceptional service and swiftly resolving any issues that may arise. • CRM software experience (HubSpot preferably) • MS Office proficiency and aptitude for learning new software packages

🏖️ Benefits

• Free subscription to the Calm App – the #1 app for sleep, meditation, and relaxation • A focus on welfare which is led by our global wellness team, with mental health first aiders globally • Access to a variety of diversity and inclusion initiatives and groups • Strong recognition and reward programs – including a peer-to-peer recognition platform, quarterly and annual QS Applaud Awards, Connect with your Career annual PD event • Support for volunteering and study leave • Free subscription to LinkedIn learning – with over 5000 courses and programmes at your fingertips • Options to join our outstanding global Mentorship programme