Key Account & Customer Success Manager

Department: Educator Team

Employment Type: Permanent - Full Time

Location: Dublin, Ireland - Hybrid

Compensation: €40,000 - €43,000 / year

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

The Key Account & Customer Success Manager plays an important role in ensuring university partners maximise the value of their use of the targetconnect platform through strong onboarding, proactive relationship management and responsive day-to-day support.

The role is responsible for managing a portfolio of university relationships, ensuring customers are successfully onboarded, supported through go-live and continue to realise value from the platform over time.

Acting as a trusted day-to-day contact for university partners, you will support onboarding, training, customer enquiries, adoption and account development, whilst identifying opportunities to improve engagement, share best practice and support growth across existing relationships.

Key Metrics

Success in role will be measured through:

Customer satisfaction and NPS
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

Key Responsibilities

Deliver strong onboarding and customer success outcomes
Success in this area means universities are successfully onboarded, supported through go-live and realise value from the platform.

Managing onboarding and implementation activity for new university partners
Supporting customers through go-live to ensure a positive transition into platform use
Delivering training, webinars and guidance to improve platform understanding and adoption
Supporting universities to maximise student engagement, employer participation and platform value
Identifying opportunities to improve onboarding quality and customer experience

Build strong university relationships and maintain service quality
Success in this area means customers experience a high-quality, proactive and responsive partnership.

Managing a portfolio of university accounts within GTI’s high-touch support model
Building trusted relationships across Careers Services, Student Services and wider university stakeholders
Acting as a day-to-day point of contact for customer support, queries and account activity
Supporting strong customer satisfaction and NPS performance
Supporting renewal confidence and identifying opportunities for account growth across existing partnerships.

Support customer growth and account development
Success in this area means stronger platform adoption and increased opportunity across existing university relationships.

Identifying opportunities to strengthen platform engagement and adoption
Supporting lead generation and new product opportunities within existing accounts
Sharing customer feedback and emerging needs with Product and Commercial teams
Supporting growth across student services and other emerging product areas
Helping customers understand best practice and evolving sector trends

Strengthen team capability and customer insight
Success in this area means customer feedback and insight are used to improve service quality and outcomes.

Sharing customer insight, feedback and best practice across the Educator Team
Identifying customer knowledge gaps and supporting targeted engagement activity
Contributing to improvements in onboarding, training materials and customer communications
Identifying strong customer use cases, examples of best practice and success stories that can be shared more widely across the customer base
Working with Product Marketing to develop case studies, customer summaries and examples of platform impact that strengthen adoption, engagement and commercial positioning

Skills, Knowledge and Expertise

We are looking for someone with:
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

Experience working with student services, 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
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

Benefits

Permanent role – 37.5 hours per week. Monday to Friday 9am-5:30pm.
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 - recruitment@groupgti.com.

Key Account & Customer Success Manager

Job Description