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Customer Success Executive

Employer
TIMES HIGHER EDUCATION
Location
London (Greater) (GB) / Hybrid
Salary
£28,000 - £32,000
Closing date
13 Jun 2024

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Job Details

HYBRID / LOCATION (1 - 2 days/week in the office)
SALARY: £28,000 - 32,000

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 and our events series act as the home of higher education thought leadership around the world.

We're hiring for a Customer Success Executive to join our dedicated customer engagement team, providing customer support and product training to their global client-base.

The customer success department is very collaborative and works closely with Sales, Product Development, Data Science and Engineering teams to provide comprehensive and timely responses to customer queries and is incentivized to inspire and retain our growing client base.

This is a great opportunity to grow your training skills, exercise your problem-solving ability and build strong relationships with clients in a cutting-edge data business.

The Customer Success Executive needs to have exceptional interaction and handling skills, clear communication skills, a personable nature, lots of integrity, and confidence to make for a superb client experience to maintain our very high customer satisfaction levels 

Key Responsibilities:

  • Onboarding new data customers, gathering account information and setting up customer access.
  • Training customers to understand the suite of data tools and services available as part of their subscription.
  • Handling queries and ensuring customers receive a timely and appropriate response.
  • Analysing customer usage of products and services to identify patterns and gaps for follow up.
  • Grow accounts and client relationships through proactive regular contact with key users, building trust and driving increased usage of products and supporting client retention.
  • Collating general feedback from customers to understand how they use data tools and services and sharing with Product team to feed into product improvements.
  • Contributing to internal FAQs supporting Sales, Customer Support and Product team interactions with customers.
  • Working closely with Sales, Data Science, Product and Engineering teams representing the Voice of the Customer.

Person Specification:

  • Excellent communication skills and the ability to build relationships with a wide range of personalities, abilities, and cultures.
  • Excellent analytical skills and experience in querying and analysing large volumes of data with Microsoft Excel.
  • Strong ability to self-organise and prioritise.
  • Comfort with numbers and statistical concepts.
  • Exceptional presentation skills with an ability to communicate with credibility.
  • Ability to understand and interpret the links between data and performance.
  • Process driven with meticulous attention to detail.
  • Logical thinking and problem-solving ability, innovative at creating solutions.
  • Be able to act on your own initiative when dealing with issues, and to be proactive in your approach to your work but knowing when to seek advice.
  • Strong drive, self-motivated and is flexible in their approach.
  • Ability to work independently as well as part of a team.
  • Clear understanding of business goals and customers’ requirements.
  • Working to deadlines in a fast-moving environment.

Desirable Skills/Qualifications

  • Experience in training or teaching.
  • Knowledge of the Higher Education sector would be beneficial.

You do You
You do You. With colleagues located around the world, we know that our individuality and diversity of experiences are our greatest strengths. That’s why we want THE to be a place where you are welcome to be who you want to be at work; where you can share whatever part of your life or self-identity you want, without obligation or facing discrimination; and where all abilities and perspectives are recognised and accommodated.

Company

Company info
Location
26 RED LION SQUARE
HOLBORN
LONDON
WC1R 4HQ
GB

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