Job Description

Key Account & Customer Success Manager

Department: Educator Team

Employment Type: Permanent - Full Time

Location: Wallingford or London, UK - Hybrid

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

Outcomes

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

Person Specification

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
• Confident delivering training, webinars or customer presentations
• Experience working with technology, SaaS or platform-based products

Other Information

• 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.