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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. This role manages a pooled portfolio of customers, focusing on onboarding, retention, and service delivery through operational excellence.
Responsibilities
- 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.
- 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 as needed.
- Manage renewals for pooled accounts, including communicating annual price adjustments.
- Track product usage across the pool and run proactive outreach to low-usage customers before renewal.
- Own the day-to-day client relationship for pooled accounts and coordinate delivery across THE.
- Own client comms for Services (Events, Branding), including project updates.
- Request back-end set-up from the Manila fulfilment team for Solutions (Hiring, Content) 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.
- 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.
Requirements
- Experience (typically 1–3 years) in sales, customer success, account support, client services, or onboarding, ideally in a SaaS, data, or subscription business.
- Comfortable managing a high volume of customer accounts and prioritising effectively.
- 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.
Skills
- SaaS
- Data
- Subscription business
- Salesforce
- CRM
- Communication
- Problem-solving
- Attention to detail
- Commercial awareness
Location
- HYBRID
Work Type
- HYBRID
Experience Level
- 1-3 years
Salary/Compensations
- £32,500
About the Company
- Times Higher Education is the data provider underpinning university excellence in every continent across the world.
- 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.
- Has unparalleled expertise on the trends underpinning university performance globally.
- Its data and benchmarking tools are used by many of the world’s most prestigious universities.
- Its events series act as the home of higher education thought leadership around the world.
Equal Opportunity
- With colleagues located around the world, we know that our individuality and diversity of experiences are our greatest strengths.
- 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.