Key Account & Customer Success Manager (APAC)

About this role

About the Team
The Educator Team works closely with universities to maximise the impact of the targetconnect platform, supporting stronger student outcomes, employer engagement and service effectiveness.Operating a high-touch support model, the team is responsible for relationship management, onboarding, customer success, training, support and growth across GTI’s university partnerships.

About this Role

The Key Account & Customer Success Manager (APAC) plays an important role in ensuring our global university partners maximise the value of their use of the targetconnect platform through responsive technical support, strong onboarding, proactive relationship management and customer engagement.The role supports a portfolio of universities across APAC, predominantly Australia and New Zealand, whilst contributing to customer success and technical support across GTI’s wider global customer base.The role is intentionally balanced across three core areas of responsibility:

Technical Support – acting as first-line support for targetconnect customers, diagnosing issues and ensuring timely resolution.

Customer Success & Key Account Management – managing a portfolio of APAC university partners to maximise adoption, satisfaction and long-term value.

Customer Enablement & Community Engagement – delivering webinars, training and community initiatives that increase customer capability and engagement.Acting as a trusted day-to-day contact for university partners, you will support customers throughout their lifecycle, combining technical problem solving with relationship management and proactive customer engagement to deliver an outstanding customer experience.

Key Metrics

Success in role will be measured through:

Customer satisfaction and NPS

First response and resolution times for customer support

Successful onboarding and go-live delivery

Platform adoption and engagement

Relationship quality across university stakeholders

Customer retention and renewal confidence

Lead generation and opportunity identification within accounts

Webinar, training and customer engagement feedback

Outcomes

Deliver responsive technical support and issue resolutionSuccess in this area means customers receive timely, high-quality technical support that minimises disruption, resolves issues efficiently and builds confidence in the targetconnect platform.

Acting as first-line technical support for targetconnect customers across the APAC region, whilst supporting the wider global support queue

Diagnosing, investigating and troubleshooting customer issues, identifying root causes where possible

Logging, managing and escalating issues through JIRA where appropriate

Providing timely updates to customers throughout the lifecycle of support requests through to resolution

Working closely with Product and Engineering teams to ensure effective issue resolution

Identifying recurring issues and contributing feedback that improves platform performance, documentation and customer experience

Deliver excellent customer success and key account managementSuccess in this area means universities are successfully onboarded, realise ongoing value from the platform and experience a proactive, trusted partnership that supports long-term success.

Managing a portfolio of university accounts across APAC – predominantly in Australia and New Zealand, whilst supporting customer success activity across the wider global customer base

Managing and supporting onboarding and implementation activity for new university partners

Supporting customers through go-live to ensure a positive transition into platform use

Building trusted relationships across Careers Services, Student Services and wider university stakeholders

Acting as the day-to-day contact for customer enquiries, account activity and ongoing success

Supporting customers to maximise student engagement, employer participation and platform value

Supporting customer satisfaction, platform adoption, retention and renewal confidence

Identifying opportunities for account growth, increased platform engagement and additional product adoption

Increase customer capability through training, webinars and community engagement

Success in this area means customers are confident using the platform, actively engaged and supported through high-quality learning opportunities, customer communications and community activity.

Delivering and supporting webinars, customer training sessions and platform demonstrations for APAC customers

Supporting customer education through onboarding resources, guidance materials and best practice content

Helping develop and coordinate customer community engagement initiatives across the APAC region

Identifying customer knowledge gaps and developing targeted enablement activities

Sharing customer insight, feedback and best practice across the Educator Team

Identifying strong customer use cases and examples of best practice that can be shared more widely across the customer base

Working with Product Marketing to develop case studies, customer stories and examples of platform impact that strengthen adoption, engagement and commercial positioning

Person Specification

We are looking for someone that is:

Strong relationship builder with a customer-first mindset

Clear and confident communicator

Highly organised and able to manage competing priorities

Collaborative and proactive approach to problem solving

Strong attention to detail and focus on outcomes

Adaptable and comfortable working in a changing environment

Curious and committed to continuous learning and self-development

Work Experience, Knowledge & Skills

We are looking for someone with:

Experience working with student services, careers and employability or wider university professional services would be beneficial

Experience managing customer relationships or accounts

Experience in customer success, onboarding or service delivery

Strong communication and stakeholder management…