Key Account & Customer Success Manager (APAC)

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