About
Times Higher Education is the data provider underpinning university excellence in every continent across the world. As the company behind the world's most influential university ranking, and with almost five decades of experience as a source of analysis and insight on higher education, we have unparalleled expertise on the trends underpinning university performance globally.
Responsibilities
•Support customer onboarding and the successful delivery and fulfilment of services, ensuring a smooth transition from Business Development.
•Proactively manage customer queries, issues and service requests, resolving them within agreed service levels.
•Support customers in maximising the value of THE's services through ongoing guidance and support.
•Monitor customer satisfaction and identify risks that may affect retention or service delivery, escalating to the regional unit and the Head of Retention as needed.
•Manage renewals for pooled accounts, including communicating annual price adjustments in line with THE's pricing policy.
•Track product usage across the pool and run proactive outreach to low-usage customers before renewal.
•Own the day-to-day client relationship for pooled accounts and coordinate delivery across THE.
•Services (Events, Branding): own client comms, including project updates, while the delivery unit runs project planning, events and campaign execution.
•Solutions (Hiring, Content): request back-end set-up from the Manila fulfilment team and use its usage reports to track adoption.
•Receive closed deals from Business Development with a strong brief, and introduce the delivery lead to the client within 3 days of close.
•Hand accounts that grow into multiple workstreams or take up a data subscription to Account Management.
•Work closely with Sales, Account Management, Finance and Product to ensure customer requirements are understood and delivered effectively.
•Maintain accurate customer records and activity within Salesforce and internal systems.
•Identify and communicate customer needs, feedback, risks and opportunities to relevant internal stakeholders, referring expansion opportunities to Account Managers.
Requirements
•Experience in sales, customer success, account support, client services or onboarding, ideally in a SaaS, data or subscription business.
•Comfortable managing a high volume of customer accounts and prioritising effectively.
•Working knowledge of Salesforce or a similar CRM.
•Clear, friendly written and verbal communication; able to explain products simply to non-specialists.
•Strong problem-solving skills and attention to detail.
•Commercial awareness: recognises expansion signals and knows when to bring in Account Management.
Nice to have
•Exposure to the higher education sector is an advantage.
•Additional languages are an advantage for international portfolios.
Conditions
No conditions stated in the posting.
