Digital Client Success Specialist

QS Quacquarelli Symonds

83d

About The Position

At QS, you’ll be responsible for implementing real change in the international higher education landscape. You’ll take on meaningful challenges that see a positive impact across the business and the wider sector. This role will be central to that success in North America working with the Product, Client Partnerships, and customer service teams. The role is for a highly skilled and independent Digital Customer Success Specialist to lead the client services efforts in the allocated region and ensure the seamless execution of digital campaigns, proactive response to client support and streamlining point of contact for clients. In this pivotal role, they will take ownership of managing a diverse range of responsibilities related to digital products and fostering long-lasting client relationships, while driving outstanding results.

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.
• 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.
• Strong communication skills for providing exceptional service and swiftly resolving any issues.
• CRM software experience (HubSpot preferably).
• MS Office proficiency and aptitude for learning new software packages.

Nice To Haves

• Experience with higher education digital marketing strategy.
• Experience with writing and managing internal processes.

Responsibilities

• Understand client objectives and deliver tailored digital and student recruitment strategies that optimize brand awareness and performance through digital campaigns and events.
• 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.
• Independently plan and maintain frequent touchpoints with assigned clients, ensuring their needs and expectations are exceeded.
• Provide exceptional client support across a range of products with minimal supervision.
• Take the lead in independently coordinating and executing digital campaigns for our allotted region from pre sales support to post-campaign analysis.
• Ensure all sales bookings are promptly recorded and delivery details meticulously tracked, including updating client records, sales orders, reports and any changes in a CRM system.
• Deliver scheduled and on demand, insightful reports on the progress and results of digital client campaigns and event performance to demonstrate ROI.
• 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.
• Be an advocate for continuous improvement, identifying areas where we can enhance the digital services and overall client experience.
• 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.
• Perform 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 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
• Number of Employees: 251-500 employees