At a Glance
- Tasks: Support onboarding and service delivery for higher education customers, ensuring smooth transitions and satisfaction.
- Company: Join Times Higher Education, a leader in global university rankings and insights.
- Benefits: Hybrid work model, competitive salary, and a diverse, inclusive workplace.
- Other info: Dynamic role with opportunities for growth and collaboration across global teams.
- Why this job: Make a real impact in higher education while developing your skills in a supportive environment.
- Qualifications: Experience in sales or customer support, ideally in SaaS or data sectors.
The predicted salary is between 40500 - 49500 £ per year.
Key Responsibilities
- Onboarding & service delivery
- HYBRID / LOCATION (1 - 2 days/week in the office)
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.
About The Role
The Account Executive role supports higher education customers by ensuring smooth delivery and fulfilment of services for lower-spending accounts, resolving issues, coordinating requirements and helping them achieve value from the service.
Working closely with Business Development and Account Management, the role looks after a pooled portfolio of lower-spending customers and focuses on onboarding, retention and service delivery through operational excellence, while commercial growth and strategic account ownership remain with Account Management.
AE accounts typically sit within a single sales vertical and do not hold data subscriptions, so delivery coordination is simpler than for Core Account Managers.
Key Responsibilities
- Onboarding & service delivery
- 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.
- Customer success & retention
- 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.
- Account Orchestration
- 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.
- Collaboration & records
- 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.
Skills & Experience
- Experience in sales, customer success, account support, client services or onboarding, ideally in a Saa S, data or subscription business.
- Comfortable managing a high volume of customer accounts and prioritising effectively.
- Exposure to the higher education sector is an advantage.
- 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.
- Additional languages are an advantage for international portfolios.
- 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.
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Account Executive in London employer: Times Higher Education
Liverpool John Moores University (LJMU) is an exceptional employer, deeply embedded in the vibrant Liverpool community and dedicated to improving lives through education and research. As a part-time Face Lab Research Assistant, you will benefit from a supportive work culture that prioritises professional development, offers generous annual leave, and promotes family-friendly policies. Joining LJMU means being part of an innovative team that values diversity and fosters growth, making it an ideal place for those looking to make a meaningful impact in their field.
StudySmarter Expert Advice🤫
We think this is how you could land Account Executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Times Higher Education. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Times Higher Education before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Account Executive in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Times Higher Education:Your cover letter is your chance to shine! Tell us why you want to work at Times Higher Education specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Times Higher Education!
How to prepare for a job interview at Times Higher Education
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
