- Location
- Australia- Remote
- Workplace
- Remote
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Manager
- Source
- Pinpoint
Description
Key Account & Customer Success Manager (APAC)
Department: Educator Team
Employment Type: Permanent - Full Time
Location: Australia- Remote
Description
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
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
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 resolution
Success in this area means customers receive timely, high-quality technical support that minimises disruption, resolves issues efficiently and builds confidence in the targetconnect platform.
Success 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 management
Success 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.
Success 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 skills
- Experience using issue management or ticketing systems such as JIRA would be beneficial
- Ability to manage multiple priorities across a varied customer portfolio
- Confidence delivering training, webinars or customer presentations
- Experience working with technology, SaaS or platform-based products
Other Information
- Permanent role – 38 hours per week. Monday to Friday.
- 3-month probationary period.
Candidates applying for roles at GTI will be subject to background screening. You can find out more about our background screening and the recruitment of ex-offenders by reading our policies.
If you would like to speak to a member of our team to find out more information about this vacancy or you have any questions, please get in touch - [email protected].
If you would like to speak to a member of our team to find out more information about this vacancy or you have any questions, please get in touch - [email protected].
Skills
Jira
