Client Success Executive

Position purpose

The Client Success Executive plays a critical role in supporting the management and delivery of services for clients with up to 50 enrolments a year. The primary objective of this role is to support clients with their student placement growth, enable the retention of subscription products and identify adoption gaps across a defined client portfolio.

The successful candidate will play an essential role in our commercial growth for North America, ensuring a positive client experience, support positive client outcomes and support clients to receive a measurable outcome from our products and services, while supporting long-term relationship development.

Areas and responsibilities

Client Management & Delivery

• Manage a portfolio of clients, acting as the main point of contact for day-to-day needs.
• Provide ad-hoc support to all clients, owning ticket resolution, coordinating with internal staff as required.
• Work closely with Destination Teams to resolve client issues, keeping them informed on all client communications and activities, leading to improved client experience and increased enrolments.
• Enable client use of self-service reporting dashboards and provide training where required for Student Placement dashboards.
• Deliver annual reviews for identified key clients in portfolio, coordinating with Destination Managers to gather insight and feedback.
• Support coordination of training for the network when requested by Destination Managers and aligned to the Partnerships operating model.

Subscription Responsibilities

• Ensure quarterly reporting is delivered to clients, and relevant internal stakeholders.
• Encourage and guide clients to use self-serve reporting tools.

Product Adoption & Value Realization

• Champion adoption of key product features by educating clients on best practices.
• Monitor usage patterns and intervene where needed to improve adoption and retention outcomes.
• Gather client feedback on product experience and share insights with internal teams to support continuous improvement.

Cross-Functional Collaboration

• Collaborate with Delivery, Destination, Consultancy, and Product teams to support client needs and coordinate service delivery.
• Escalate client issues appropriately and work cross-functionally on resolution plans.

Personal specification

Key Skills and Competencies:

• Strong relationship management and communication skills.
• Ability to interpret data and convert insight into recommendations for clients.
• Proactive problem-solver with strong organizational skills.
• Comfortable delivering client-facing materials and working closely with client teams.
• Understanding of subscription products, or performance-driven services (desirable).

Experience:

• Experience with international higher education recruitment, ideally with a knowledge of the US or Canadian markets.
• Experience in client success, account management or service delivery roles advantageous.