Client Success Executive

About IDP

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com

Role purpose

The Client Success Executive plays a critical role in supporting the management and delivery of services for clients with up to 50 enrolments a year. The primary objective of this role is to support clients with their student placement growth, enable the retention of subscription products and identify adoption gaps across a defined client portfolio.

The successful candidate will play an essential role in our commercial growth for North America, ensuring a positive client experience, support positive client outcomes and support clients to receive a measurable outcome from our products and services, while supporting long-term relationship development

Key accountabilities

Client Management & Delivery

• Manage a portfolio of clients, acting as the main point of contact for day-to-day needs.
• Provide ad-hoc support to all clients, owning ticket resolution, coordinating with internal staff as required.
• Work closely with Destination Teams to resolve client issues, keeping them informed on all client communications and activities, leading to improved client experience and increased enrolments.

• Enable client use of self-service reporting dashboards and provide training where required for Student Placement dashboards.
• Deliver annual reviews for identified key clients in portfolio, coordinating with Destination Managers to gather insight and feedback.
• Support coordination of training for the network when requested by Destination Managers and aligned to the Partnerships operating model.

Subscription Responsibilities

• Ensure quarterly reporting is delivered to clients, and relevant internal stakeholders.
• Encourage and guide clients to use self-serve reporting tools.

Product Adoption & Value Realization

• Champion adoption of key product features by educating clients on best practices.
• Monitor usage patterns and intervene where needed to improve adoption and retention outcomes.
• Gather client feedback on product experience and share insights with internal teams to support continuous improvement.

Cross-Functional Collaboration

• Collaborate with Delivery, Destination, Consultancy, and Product teams to support client needs and coordinate service delivery.
• Escalate client issues appropriately and work cross-functionally on resolution plans.

Required experience

Key Skills and Competencies:

• Strong relationship management and communication skills.
• Ability to interpret data and convert insight into recommendations for clients.
• Proactive problem-solver with strong organizational skills.
• Comfortable delivering client-facing materials and working closely with client teams.
• Understanding of subscription products, or performance-driven services (desirable).

Desirable Skills

• Experience with international higher education recruitment, ideally with a knowledge of the Canadian markets.
• Experience in client success, account management or service delivery roles advantageous.

Behaviours

• Proactive and accountable stakeholder management
• Customer-centred problem-solving mindset
• Comfort operating in ambiguity and solving complex problems
• Collaborative, respectful, and community-oriented approach
• Self-motivated and team-oriented

Values

• Customers First
• Quality and Integrity
• Continuous improvement through feedback and insight
• Commitment to diversity, inclusion, and respectful collaboration