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QS Quacquarelli Symonds · 3 months ago

Digital Client Success Specialist

United States

Full-time, Contract

Hybrid

Mid Level

QS Quacquarelli Symonds is a leader in higher education services, analytics, and insights. The Digital Client Success Specialist will be responsible for managing client relationships and executing digital campaigns, ensuring client needs are met while driving outstanding results in the North American market.

Education

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

Qualification

Client relationship managementDigital campaign executionTechnical proficiencyCRM software experienceHigher education experienceMulti-tasking abilityMS Office proficiencyCommunication skillsStrategic thinkingProblem-solving skillsAttention to detail

Required

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

Preferred

Experience with higher education digital marketing strategy

Experience with writing and managing internal processes

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