Customer Success Manager

Role: Customer Success Manager

Location: UK, London

Job type: Full time, Permanent – Hybrid

This position offers a hybrid work model, allowing flexibility between working from home and our office.

Typically, employees are expected to work 2 days in the office per week.

Why QS?

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.

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.

We’re confident you’ll feel right at home here. QS was named as one of Newsweek’s Top 100 Most Loved Workplaces® in the UK (October 2023), recognising the respect, trust and appreciation that drive our culture every day. And as a gold-accredited Investors in People organisation – putting us among the top 28% of workplaces globally – it’s official: QS is a place where everyone can thrive.

As a Customer Success Manager, this is what you’ll be doing:

We are seeking a strategic and customer-focused Senior Customer Success Manager to join our dynamic team. In this role, you will serve as a trusted advisor to our key clients, driving long-term success.

You’ll play a critical role in strengthening relationships, identifying growth opportunities, and ensuring a seamless customer experience throughout the client journey. If you're passionate about delivering exceptional customer outcomes and thrive in a collaborative, fast-paced environment, we’d love to hear from you.

You will be working with our clients to reach their student recruitment goals and you will be central to developing processes and tools to make it as easy as possible to work with QS.

Role responsibilities

• All aspects of Client Relationship Management to support the delivery of exceptional customer experience and revenue growth.
• Cross functional internal liaison to facilitate the support of clients across the portfolio of products.
• Event delivery support for physical, virtual and hybrid events, as required, including client system familiarisation and training.
• Support for the Sales team in maximising revenue opportunities, particularly renewals.
   

Client Relationship Management

• Managing and maintaining the client relationship throughout the year to ensure that they are achieving maximum returns from QS products
• Managing and facilitating client pre and post event communications - product onboarding, managing their expectations, guiding them through the delivery process, communicating successes and dealing with complaints
• Monitoring client success to maintain and increase revenue, through reporting and insights
• Building and broadening existing relationships with a portfolio of higher education institutions
• Managing day-to-day communication with institutions regarding QS products and services they purchased
• Client training and coaching with respect to Event Management Systems

 Internal Liaison and Cross Functional Working

• Acting as a main point of contact between QS Events customers and internal teams based in different offices all around the world
• Working with the Event Operations team to propose new services and solutions to existing and potential clients based on data analysis
• Researching opportunities for a constant development and improvement of client communication flow and process, guidance and systems
• Managing client records, sales orders, reports and any changes in a CRM system. Working with the Customer Service Manager, Operations and B2B team to improve usability and effectiveness
• Supporting the Regional Director with insights and information with a particular focus on event performance
• Assist Finance Department to collect payments, resolve any issues and improve the invoicing process where required
• Production of all customer related internal and external reporting
• Support for all innovation projects and technical implementations such as CRM roll out
  

Event Attendance and Management 

• Represent the company at our international virtual, hybrid and physical events to support the delivery of QS products

Sales and Sales Support 

• Supporting the business development and events delivery team through managing all post-sales communication to our clients for all event and publication bookings
• Lead or support renewals and upselling cross divisional products for a range of key clients
• Developing an expertise in international higher education
• Any other duties that fall within the scope and purpose of the role.

Key skills and experience

• Knowledge and understanding of student recruitment and university or business school challenges and needs
• A solutions focus with a track record of working collaboratively with cross functional teams to cost effectively deliver great customer experiences
• Excellent written and spoken English communication skills
• Innovative and curious
• Ability to work independently and meet deadlines
• Strong reporting and analytical skills
• Creative thinking and an ability to collaborate to improve processes and ways of working
• Ability to travel internationally and to work at our student recruitment events as required
• Demonstrated ability to prioritise when multiple tasks require attention
• Experience with Microsoft Office
• Experience with CRM software
• Experience with Hubspot

Please note, if you don't meet all the criteria but believe you have the skills and passion to thrive in this role, we encourage you to apply.

So, who are we and what do we do?

QS is the world leader in higher education services, analytics, insights and intelligence. From consultancy to student mobility, academic partnerships to branding solutions, our services power both institutional and individual success.

We’re behind the world’s most widely read university rankings (Meltwater 2023). Our QS World University Rankings® reach hundreds of millions, shaping decisions and guiding futures.

Since launching in 1990, our impact and influence have only grown. Today, we work with more than 2,000 of the world’s leading higher education institutions, over 12,000 employers, and governments seeking change and socioeconomic development through higher education.

Join QS and you’ll join an 800-strong community of problem-solvers, creators, collaborators and change-makers based in 40+ countries and 11 international offices, including Australia, Malaysia, India, Romania, Singapore, France, Germany, the USA and our headquarters in London.

With every talented new hire, business acquisition and bold initiative, we’re strengthening our reach and delivering even greater value to institutions and learners worldwide. Are you ready to shape the future of higher education?

We take investing in our people very seriously.

As standard you will have:

• Competitive base salary
• Access to an annual bonus scheme (for qualifying roles only)
• 25 days annual leave, plus bank holidays – increasing to 27 days after 5 years’
• Access to a Buy Holiday scheme allowing you to buy up to 5 additional holiday days per year
• Enhanced maternity and paternity leave
• Generous pension through Royal London
• Comprehensive private medical insurance and wellness scheme through Vitality
• Access to QSmiles – a discount scheme that actually makes a significant difference
• Cycle to work scheme
• A vibrant social environment and multicultural and multinational culture

But that’s not all. Outside of these standard benefits we also offer resources to allow professional growth and wellness initiatives to nurture a healthy mindset:

• 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    

Like what you’ve heard? Great, apply now!

As a candidate, we know the application and interview process can be daunting and so it’s important that you have a great experience with us. Our dedicated Talent Team will work hard to ensure you are fully informed at all stages and you are really excited by this opportunity to do meaningful work in the education space.

Equal opportunities

QS Quacquarelli Symonds is proud to be a fair and equal organisation where everyone has the same opportunity to achieve their full potential, irrespective of their background or personal attributes. We celebrate our diversity and believe through sharing our experiences we can learn from one another, be stronger together, and enable our business to thrive. 

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