Client Success Manager - US Remote

QS Quacquarelli Symonds

78d

About The Position

At QS, we believe that work should empower you. That’s why we foster a flexible working environment that encourages every employee to own their career whilst flourishing personally and professionally. Our company values underpin everything we do – we collaborate, respect and support each other. It’s our mission to empower motivated people around the world to fulfil their potential through higher education, ensuring that everyone has access to opportunities that change lives. Our diversity makes us stronger. By sharing our experiences, we learn from one another and achieve more together, driving progress across the sector. The Student Recruitment Division comprising Digital, Events, QS Apply and University Branded Services is on a positive growth trajectory. We are evolving our business to optimise our support structure as we look to break into new markets, new products and look to add greater value to the broad spectrum of our product offering across existing markets. QS has been providing services to universities and business schools in the United States and Canada since 1990. We are seeing growth in client acquisition and have strengthened our in-market commercial team to meet our growth ambition. This role is an exciting opportunity to join QS to help build on its strong foundations in North America as we look to scale up in market. You will bring an understanding of the client need and expectation, be able to anticipate client recruitment aspirations and lead the activities within the Student Recruitment Division to ensure our client support structure in North America is fit for purpose. The role will require you to deliver high levels of client focus, service delivery, commercial drive and ambition to make the difference we need working with the operational delivery teams. This role is critical to the success of our growth and client delivery strategies. Reporting to our North American based Senior Account Manager, this role will ensure the delivery of best-in-class customer service and engage with the Commercial team, global customer service colleagues, specialist delivery teams and our Product teams, to design and deliver the commercial success of our client support strategy in North America.

Requirements

• Significant experience in a customer support and/or university administrative role.
• Knowledge and experience of recruiting international students to US institutions.
• Bachelor’s degree.
• Knowledge and understanding of student recruitment and university or business school challenges & needs.
• Commercially astute with the ability to focus on outcomes, deliverables, ROI and performance reporting.
• Experience of complex multi-product sales and service operating environment.
• A solutions focus with a track record of working collaboratively with cross functional teams to cost effectively deliver great customer experiences.
• Ability to work to agreed deadlines, maintaining quality under pressure.
• MS Office proficiency and aptitude for learning new software packages.

Nice To Haves

• Knowledge of the student recruitment market for North America.
• Experience of writing and managing internal processes.

Responsibilities

• Deliver outstanding customer support across all QS products and services in USA and Canada.
• Represent the full product portfolio with North American clients across the service life cycle.
• Ensure we delight partners through an exceptional experience to help retain and grow client accounts and enhance our reputation in the market through proactive service delivery working confidently with all client stakeholders from C-suite to front line to deliver solution based and data led positive outcomes.
• Autonomous coordination of product/campaign delivery and client support as the single point of contact for external partners.
• Managing the onboarding, set-up and ongoing management of accounts in liaison with service delivery areas.
• Effective account administration using all agreed tools, systems and processes.
• Performance Reporting: Demonstrate expertise by taking an insights led approach to strategy and delivery. Ensuring insightful reports on the selection, progress and results of all solutions to demonstrate ROI. Performing analysis that will help identify growth.
• Contribute to the effective optimisation of our account management frameworks, policies and processes on a continuous improvement basis to support the Senior Account Manager in the delivery of a client focused service.
• Management of renewal conversations in collaboration with the Commercial team.
• Ensure the financial good health of the client accounts working in conjunction with the Finance Department.
• Any other duties that fall within the purpose and scope of the role.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees