Key Account & Customer Success Manager (APAC)Department: Educator TeamEmployment Type: Permanent - Full TimeLocation: Australia- RemoteDescriptionAbout the TeamThe 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 RoleThe 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 Supportacting as first-line support for targetconnect customers, diagnosing issues and ensuring timely resolution.Customer Success & Key Account Managementmanaging a portfolio of APAC university partners to maximise adoption, satisfaction and long-term value.Customer Enablement & Community Engagementdelivering 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 MetricsCustomer satisfaction and NPSFirst response and resolution times for customer supportSuccessful onboarding and go-live deliveryPlatform adoption and engagementRelationship quality across university stakeholdersCustomer retention and renewal confidenceLead generation and opportunity identification within accountsWebinar, training and customer engagement feedbackOutcomesDeliver 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 queueDiagnosing, investigating and troubleshooting customer issues, identifying root causes where possibleLogging, managing and escalating issues through JIRA where appropriateProviding timely updates to customers throughout the lifecycle of support requests through to resolutionWorking closely with Product and Engineering teams to ensure effective issue resolutionIdentifying recurring issues and contributing feedback that improves platform performance, documentation and customer experienceDeliver 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 baseManaging and supporting onboarding and implementation activity for new university partnersSupporting customers through go-live to ensure a positive transition into platform useBuilding trusted relationships across Careers Services, Student Services and wider university stakeholdersActing as the day-to-day contact for customer enquiries, account activity and ongoing successSupporting customers to maximise student engagement, employer participation and platform valueSupporting customer satisfaction, platform adoption, retention and renewal confidenceIdentifying opportunities for account growth, increased platform engagement and additional product adoptionIncrease customer capability through training, webinars and community engagementSuccess 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 customersSupporting customer education through onboarding resources, guidance materials and best practice contentHelping develop and coordinate customer community engagement initiatives across the APAC regionIdentifying customer knowledge gaps and developing targeted enablement activitiesSharing customer insight, feedback and best practice across the Educator TeamIdentifying strong customer use cases and examples of best practice that can be shared more widely across the customer baseWorking with Product Marketing to develop case studies, customer stories and examples of platform impact that strengthen adoption, engagement and commercial positioningPerson SpecificationWe are looking for someone that is:Strong relationship builder with a customer-first mindsetClear and confident communicatorHighly organised and able to manage competing prioritiesCollaborative and proactive approach to problem solvingStrong attention to detail and focus on outcomesAdaptable and comfortable working in a changing environmentCurious and committed to continuous learning and self-developmentWork Experience, Knowledge & SkillsWe are looking for someone with:Experience working with student services, careers and employability or wider university skilled services would be beneficialExperience managing customer relationships or accountsExperience in customer success, onboarding or service deliveryStrong communication and stakeholder management skillsExperience using issue management or ticketing systems such as JIRA would be beneficialAbility to manage multiple priorities across a varied customer portfolioConfidence delivering training, webinars or customer presentationsExperience working with technology, SaaS or platform-based productsOther InformationPermanent role – 38 hours per week.
Monday to Friday.3-month probationary period.Candidates applying for roles at GTI will be subject to background screening.
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📌 Key Account & Customer Success Manager (Apac) (Melbourne)
🏢 Group GTI
📍 Melbourne