QS is a global leader in higher education services. We offer student recruitment solutions, data analytics and insight, consultancy, and intelligence to thousands of university clients across the world. QS publishes a range of 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, and The International Student Survey, the world’s largest survey of prospective international students.

Our Enrolment Solutions (QSES) division is an internationally established, market-leading provider of technology, marketing and managed services to higher education institutions in the UK, Europe, the US and Australia. We provide market research, data analysis and industry benchmarking; lead scoring and marketing nurture programs; enquiry management and application services; application assessment and admissions management. We have strong global assets and growth prospects, and we are currently both enhancing our existing business models and nurturing new revenue streams. QS has grown both organically and through acquisition; and through carefully targeted recruitment of top talent across key regions.

The Role

The Account Manager works closely with university recruitment, admissions and marketing teams to drive strategy and operational activity. You will work to maximise opportunities with existing clients to achieve both revenue-related and engagement-focused objectives. The Account Manager will develop a deep knowledge of all aspects of the QS Enrolment Solutions (QSES) business and a broad understanding of the QS products as they relate to the QSES clients.

Your key internal stakeholders are the client delivery, marketing, and market intelligence teams and with their support and collaboration, you will manage consistent, timely execution of tasks aligned to your client strategies and objectives, ensuring that QSES is seen as a valuable recruitment and conversion partner to our client institutions. Accountabilities will include:

Revenue

  • Manage and renew client contracts within assigned portfolio of clients
  • Identify opportunities for revenue growth through service expansion and upsell opportunities
  • Ensure reconciliation is completed in a timely manner for portfolio of clients

Client Relationship Engagement and Management

  • Manage and retain accounts and client relationships
  • Create, maintain and deliver against client engagement strategies
  • Ensure appropriate relationships are maintained at the right levels of the client organisation, leveraging other internal stakeholders and the senior leadership team as appropriate
  • Dispute resolution and act as the point of escalation for client queries and concerns
  • Arrange and attend face-to-face (where appropriate and possible) client meetings with a set agenda that reflects the client engagement strategies, at least once a quarter
  • Guide client strategic direction and translate into operational delivery

Reporting

  • Provide and present bi-annual enrolment reporting and create compelling ROI story for all clients via bi-annual enrolment reports and on-campus enrolment roadshows (where appropriate and possible)
  • Track, monitor and update all renewal opportunities (on a weekly basis at a minimum) in Netsuite
  • Monitor volumes and workload from clients and flag any risks to revenue or renewal
  • Provide reporting to Associate Director and VP Client Development on progression and achievement of client strategies as required (on a monthly basis at a minimum)
  • Devise and present recommendations for operational or strategic improvements
  • Gather and present relevant data and analytics to inform client decision making
  • Contribute to discussions around industry issues

The role can be based remotely in the UK, with regular UK client visits and some office-based meetings required (London)

What do I need to bring with me?

You will have previous experience in a similar client facing role with proven track record in influencing colleagues and client stakeholders, good commercial acumen and the ability to spot a business opportunity. Your strong client service ethos, customer service focus and exceptional communication skills mean you can build, maintain, and grow high performing working relationships.

You will possess an ability to learn quickly and a drive to develop and cultivate expertise, while owning and delivering on projects from start to finish. Strong attention to detail and a proactive work style mean you can work well under pressure and meet deadlines, while balancing the expectations of several clients simultaneously.

Ideally, you will have a background in Higher Education, and/or knowledge of tertiary education process and procedures.