Key Account & Customer Success Manager (APAC)

Group GTI

20h

About The Position

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.

Requirements

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
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

Responsibilities

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
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
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