Digital Client Success Specialist

Digital Client Success Specialist

Location: USA

Business unit: Student Recruitment

Job type: Full time, permanent

Working arrangement: Remote

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.

The role

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.

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.

Predominantly leading on the digital service support, you will proactively manage client onboarding, advise on strategy, and successfully understand their challenges and developing the digital campaigns to meet their student recruitment needs.

Role responsibilities

• 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.

Key skills and experience

Essential

• 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

Desirable

• Experience with higher education digital marketing strategy

• Experience with writing and managing internal processes

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.

Outside of the 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.