Client Engagement Co-ordinator

**About THE**

Times Higher Education is the company behind the world’s most influential university ranking. 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 assist them in achieving their strategic goals.

**Basic Scope and Primary Objectives**

This role is perfect for a passionate client-focused individual seeking to join a rapidly growing company. Based in our Melbourne office (headquartered in the UK) this role involves providing customer support and product training to our clients in the APAC region.

The department is very collaborative and works closely with Sales, Product Development, Data Science and Engineering teams. The position will empower you to grow your training skills, exercise your problem solving abilities, and build and maintain strong relationships with clients.

The company achieves high customer satisfaction levels, and thus the Engagement Manager must possess exceptional interaction and handling skills, clear communication methods, a strong sense of integrity, and a personable nature in order to deliver 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
- Developing expert global Higher Education performance data
- Provide first instance technical support
- Analysing customer usage of products and services
- Building and maintaining trust with key clients in order to drive increased product usage and support client retention
- Collating case studies and general feedback from customers to understand how they use data tools and services
- 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
- Assisting with organising and running events including masterclasses and forums
- Keeping abreast of current education trends, practices, developments and regulatory changes
- Handling customer queries

**Experience and skills required**
- Excellent communication skills and the ability to build relationships with a wide range of personalities, abilities and cultures
- Excellent analytical skills and experience in analysing data
- Flexibility
- Comfort with numbers and statistical concepts
- Ability to understand and interpret the links between data and performance
- Process driven with meticulous attention to detail
- Logical thinking and problem solving ability
- Ability to work independently as well as part of a team
- Clear understanding of business goals and global data strategy
- Ability to work to deadlines in a fast-paced environment

**Desirable skills/qualifications**
- Experience in training or teaching
- Knowledge of the Higher Education sector

**_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._**

**Job Types**: Full-time, Permanent, Freelance

**Salary**: Up to $90,000.00 per year

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus