Customer Success Manager

About the job

The Company

The World University Insights Ltd, publisher of 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. Our data and benchmarking tools are used by many of the world’s most prestigious universities to help them achieve their strategic goals.

For more information on Times Higher Education please visit http://www.timeshighereducation.co.uk.

Customer Success Manager

Hybrid / London

Salary: £30,000 - 35,000, depending on experience.

We are seeking a highly motivated and customer-focused Customer Success Manager to join our team. You will play a pivotal role in ensuring the satisfaction and success of our university clients using our recruitment solutions. Your primary focus will be on working closely with universities to understand their unique staffing needs, building strong relationships, and driving adoption of our solution to help them hire the right talent for their institution.

Key responsibilities

• Delivering high-quality campaigns to a diverse group of customers
• Onboarding new customers across multiple solutions streams
• Working closely with Sales to understand customer expectations, to feedback customer concerns and identify upsell opportunities
• Training customers to use specific solution systems throughout the lifetime of their contract
• Handling queries and ensuring customers receive a timely and appropriate response
• Analysing customer usage of our solutions to identify usage trends and to ensure no product/service goes unused
• Grow accounts and client relationships through proactive regular communications with key contacts, building trust and driving increased usage of products and supporting client retention
• Collating case studies and general feedback from customers to understand how they use our solutions and the outcomes they provide
• Sharing this feedback with the Product teams to feed into product improvements
• Working closely with Sales, Product and Engineering teams representing the voice of the customer
• Contributing to building up a knowledge base/FAQs of customer needs
• Contributing to the continual improvement of customer support processes
• Fulfil all subscription products (Hiring)
• Liaise with product team regarding XML feeds/scrapes

Person Specification

Essential Skills/Qualifications

• Highly driven/ self-motivated with a passion to learn and develop within the role
• A-Level or equivalent
• Demonstrable experience working within a customer service facing role
• Highly organised and the ability to work within tight deadlines/ SLA’s

Required Knowledge/ Skills

• Excellent listening & communication skills
• Computer literacy
• Excellent organisational skills
• Ability to prioritise workload
• Excellent time management
• Able to multi task

Desirable Skills/Qualifications

• Degree level qualification or equivalent
• Proven ability to build and maintain rapport with customers in a B2B environment
• Experience within the higher education environment is a positive
• Able to demonstrate a creative and original talent
• Ambition
• Able to work to strict deadlines

THE are proud to be an equal opportunities employer. We recognise that we are all different. Great strength is born through different perspectives and experiences. That is why we are committed to our mission of creating an inclusive culture that enables our people to feel able to bring their whole selves to work. We are proud to be part of the Global Equality Collective and a mindful employer to help support THE achieve this.