Client Success Manager

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

Proactive and client-centric, the Client Success Manager plays a key role in supporting successful business growth across the APAC region. The role focuses on ensuring clients maximise their engagement with IDP’s products and services, driving satisfaction through a partnership-led approach and optimising engagement across IDP’s student placement network.

With regular, structured engagement, the Client Success Manager holds a critical revenue-influencing role. They work closely with Partnerships Directors to drive renewals, retain clients and identify opportunities to grow yield across IDP’s digital marketing, IQ, peer-to-peer and student placement services. The role also requires building strong relationships with Network managers to support the effective implementation of client strategies.

The Client Success Manager works collaboratively with the Head of Client Success, APAC, and global Client Success teams to leverage business systems, strengthen processes and embed consistent ways of working. They contribute to the development of client partnership frameworks and reporting mechanisms, support client onboarding and product adoption, and assist with client and Network communications to ensure an exceptional end-to-end client experience.

Key accountabilities

Client Management
•    Support implementation of globally aligned processes to unify client experience and meet experience goals
•    Act as a subject matter expert in higher education marketing, recruitment and data insight services
•    Work with Partnerships Directors to understand client needs and support renewal and growth conversations with data and insights
•    Provide proactive communication, reporting and engagement to drive adoption and product utilisation
•    Strengthen IDP’s position as a knowledge leader through improved client reporting using network intelligence
•    Liaise with internal teams to resolve client issues (Network, reporting, invoicing, training, etc.)
•    Track client performance and experience and support Partnerships Directors with review data, including utilisation, performance trends and renewal readiness inputs
•    Assist with delivery of client-facing webinars and presentations
•    Deliver client training and refresher sessions on IDP products and services
•    Support onboarding across products and services and manage ongoing enquiries
Renewals
•    Coordinate renewals for allocated clients, ensuring timely preparation, internal alignment and delivery of proposals
•    Provide data-driven insights to support renewal pricing and identify upsell and cross-sell opportunities
•    Lead renewal preparation processes, including risk assessments, performance summaries, draft commercial recommendations and proposal pack preparation
•    Track renewal progress and maintain accurate workflow documentation in CRM systems
Network Engagement
•    Support delivery of Client/Network Engagement strategy and development of Client Partnership Plans
•    Build strong relationships with Destination Heads to drive commitment to client objectives
•    Support APAC client engagement activities, including event promotion, familiarisation trips and counsellor training
•    Identify new business opportunities arising from the Network
•    Brief the Network on product and service developments with clear tools and messaging
•    Gather and coordinate client intelligence for sharing across the Network and client teams
Systems & Processes
•    Support rollout of globally aligned systems and processes, including CRM tracking and client reporting
•    Assist with development of client-facing performance reporting alongside Partnerships Directors and global teams
•    Contribute to improving client-centric onboarding processes across product areas
•    Maintain accurate renewal records, including contract dates, risk flags, renewal notes and proposal documentation
Cross-Team Engagement
•    Work with Marketing to deliver client content and communications into the Network
•    Collaborate with Marketing to share insights back to clients
•    Work with global Client Success teams to ensure alignment and consistency
•    Support Network updates on education policy changes in Australia and New Zealand
•    Provide feedback to internal teams on product and service improvements

Required experience

• 5 years’ experience working in client partnerships and account management
• Proven ability to build trust and maintain strong relationships with clients and internal stakeholders
• Outstanding interpersonal skills
• Self-starter approach and strong problem solving and analytical skills
• Strong understanding of the international education sector is desired
• Demonstrated commercial acumen 
• Strong negotiating ability and excellent communication skills across all methods
• Proven ability to establish and grow strategic client relationships with outstanding client feedback and successful of delivery of multi-year contract negotiations
• Not afraid to be bold, curious and challenge assumptions
• Demonstrable ability to assimilate technical, commercial and analytical information to form compelling solutions
• Detail-driven, allowing for the composition and communication of sophisticated business proposals and campaign reporting
• Sound judgement and ability to make decisions and act in the best interests of the company
• Proven ability to recommend tactical plans, influencing internal stakeholders to maximise returns for clients
• Effective time management skills