QS Quacquarelli Symonds | No comp given
Steph's Notes:
Not clear if it's US-Remote or Remote-Worldwide.
Misalignment between duties/requirements and title/seniority.
No mention of benefits anywhere that I can find, and application asks for desired pay.
Original Job Description: Customer Success Specialist
About QS
QS is the world’s leading provider of services, analytics, insights, and intelligence to the global higher education sector - supporting university excellence across the world. Our student recruitment and enrolment solutions enable universities and business schools to connect with talented individuals seeking to further their academic progress and career development. Our portfolio of professional services includes consultancy, student mobility and academic partnerships management, and branding solutions. We publish highly visible and influential rankings of international universities, including the QS World University Rankings® which reaches a global audience of hundreds of millions of people.
Founded in 1990, our activities span across 50 countries, working with over 2000 of the world’s leading higher education institutions and over 12,000 employers.
Headquartered in London, QS has over 750 employees globally with offices in 14 different countries, including Australia, Malaysia, India, Romania, Singapore, France, Germany, and the USA. QS keeps growing organically, through acquisition and by recruiting top talent across key regions.
What inspires us?
At QS, our culture fosters a flexible working environment that encourages our employees to own their career whilst personally and professionally thriving. We collaborate, respect, and support each other – and as a company, our values underpin these.
Our mission is to empower motivated people around the world to fulfil their potential through higher education, and to ensure everyone has the same opportunity to achieve that potential. We celebrate the diversity of our teams and believe through sharing our experiences we can learn from one another and become stronger together, which enables us to achieve our goal.
At QS, you’ll be responsible for implementing real change in the international higher education landscape, full of exciting and interesting challenges where you can drive positive impact across the business.
In October 2023 we were thrilled to be included in Newsweek’s Top 100 Most Loved Workplaces® in the UK list which is compiled using employee sentiment and satisfaction data.
Using insights from more than two million employees in organisations with 50 to 100,000 members of staff, the list recognises workplaces where employees feel most respected and appreciated.
The role
D&E Events is about to embark on a highly critical period in our customer service transformation as we look to evolve our student recruitment offering combining highly effective digital products with high quality student events.
During 2024, we wish to drive a more commercial focus through our activities with return on investment (ROI) for clients and high quality client support as we enhance the tools and ways of working. This role will be central to that success in North America working with the Product teams, and customer service and operations delivery teams. The main focus of the role will to be to provide support to clients who want to maximise the success of our digital products but also for clients who combine our digital and events products to optimise their student recruitment strategies.
Predominantly leading on the digital service support, you will proactively manage client onboarding, successfully understanding their challenges and developing the digital campaigns to meet their student recruitment needs. You will also have the opportunity to support clients where they have opted to utilise our recruitment events to top up their digital activity.
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.
- Effectively manage all client enquiries and activities
- 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.
- For events, you will deliver where needed, pre-and post-event, post-booking communication to clients, manage their expectations and guiding them through the delivery process.
- Assist Finance Department to collect payments, resolve any issues and improve the invoicing process where required.
- Any other additional duties as required.
Key skills and experience:
Essential
- Proven experience in independently managing client relationships and executing successful digital campaigns and client support.
- 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.
- CRM software experience
- MS Office proficiency and aptitude for learning new software packages.
Desirable
- Proficiency in additional foreign languages eg Spanish
- Knowledge of the student recruitment market and/or event delivery would be an advantage.
- Experiencing managing high quality events on the day (both virtual and physical)
- Experience of writing and managing internal processes
QS Quacquarelli Symonds is proud to be a fair and equal organization 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.
