Customer Success Manager

2 weeks ago

Singapore THEWUR SINGAPORE PTE. LTD. Full time

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 rankings, 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.


Basic Scope & Primary Objectives


This role is for a passionate client-focused individual to join a rapidly growing company, based in Singapore, providing data products and services to the global Higher Education sector.

Joining a dedicated customer engagement team, this role will see you providing customer support and product training to their global client-base.


The 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.


The position offers 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 company has very high customer satisfaction levels and it is critical this is maintained.

As such, the Success Manager 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.


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 relationship through proactive regular contact with key users, 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 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.
  • Contributing to building up a knowledge base for customers based on queries and customer cases studies
  • Contributing to the continual improvement of customer support processes
  • Keeping abreast of current education trends, practices, developments and regulatory changes, which may impact the way data are presented, entered or interpreted.
  • Developing expertise global Higher Education performance data

Person Specification

Essential Skills/Qualifications

  • 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 analyzing large volumes of data with Microsoft Excel
  • Flexibility
  • Comfort with numbers and statistical concepts
  • Exceptional presentation skills with an ability to communicate with credibility up to senior role level.
  • 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, selfmotivated. Ability to work independently as well as part of a team.
  • Clear understanding of business goals and global data strategy, and customers' requirements.
  • Working to deadlines in a fastmoving environment.
  • Able to communicate in Mandarin (Both written and verbal)

Desirable Skills/Qualifications

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

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