Salary: $87,000 per year + 12% superannuation
Fixed term until end of the year
Work in a brand-new office building in Melbourne’s CBD on Franklin Street, within walking distance of the Queen Victoria Market and close to public transport
Hybrid working arrangements – a mix of work-from-home and office days
Access to benefits including Christmas closedown gifted leave, discounted RMIT childcare services, subsidised gym membership, and an Employee Assistance Program (EAP)
Our values: Passion | Impact | Inclusion | Integrity | Courage | Imagination
About RMIT University Pathways (RMIT UP) and Informit
RMIT UP, owned by RMIT University, provides education solutions for students, academics, and professionals in Australia and globally.
Our key programs include Informit, Foundation Studies, ELICOS English for Academic Purposes (EAP), language testing. Informit is a leading research database focused on Australasian scholarly journals, books, and videos. Our customers include all Australian and New Zealand university and state libraries, government, schools and other specialist libraries.
Informit
Informit is a leading digital destination that connects people around the world to the latest specialist Australasian content. We empower universities, schools, governments and libraries to advance their mission by accessing, publishing and sharing ideas that matter.
As an independent business operating within RMIT, we have the benefit of our ties with the institution but operate as a standalone, which means we can be reactive or proactive as required.
About the role
Reporting to the Customer Success Manager, the Technical Account Executive plays a key role in delivering an outstanding experience for Informit customers. You will act as a trusted point of contact, supporting onboarding, renewals, technical issues, and training to help customers maximise the value of Informit products.
This role blends customer success, technical support, and account management, ensuring seamless access to Informit’s digital resources. You will collaborate with internal teams—including Sales, Product, Marketing, and Finance—to support customer retention, identify product improvement opportunities, and enhance the overall customer experience.
Key responsibilities:
Support customer onboarding, renewals, and subscription management
Provide frontline technical support and troubleshooting
Deliver training and guidance on Informit products and search functionality
Analyse customer usage data to improve engagement and retention
Contribute to customer education resources, including knowledge base articles
Maintain accurate records of customer interactions in the CRM
Collaborate with internal teams on product improvements, sales initiatives, and operational processes
This dynamic role is ideal for someone who enjoys problem-solving, working directly with customers, and contributing to the growth and success of Informit products.
About You
You are a proactive, customer-focused professional who enjoys building relationships and helping customers succeed. You combine technical troubleshooting with strong customer engagement and communicate confidently with internal teams and external clients from diverse backgrounds.
You are organised, detail-oriented, and able to manage multiple tasks while maintaining high service standards.
Key attributes and experience:
Customer service or customer success experience, ideally in library, publishing, or education sectors
Knowledge of library and information services (highly regarded)
Experience supporting digital products or enterprise platforms
Strong troubleshooting, problem-solving, and CRM/database skills
Excellent organisational, administrative, and prioritisation abilities
Proactive mindset with the ability to identify improvements and contribute ideas
Comfortable working both independently and collaboratively
What we offer you
We value our people and are committed to providing a supportive, inclusive, and rewarding work environment. As part of our team, you’ll enjoy:
Exclusive employee discounts at leading retailers.
A strong focus on health and wellbeing, including RMIT-subsidised gym memberships, Employee Assistance Program (EAP) access and discounted childcare options.
Access to professional development training via LinkedIn Learning.
A positive workplace culture with a staff reward program, and a staff wellbeing program.
To Apply
Please submit your CV and a cover letter addressing your suitability for this position by clicking on the ‘Apply’ link. Cover letters should be addressed to HR.
Email HR: applications.rmit.up@rmit.edu.au (Please note: Applications will NOT be accepted via this email. To apply, submit your application via our website’s careers page www.rmit.edu.au/up.)
Please note that we review and interview applications on a rolling basis, so we encourage you to apply as soon as possible rather than waiting until the closing date.
For more details, refer to the Position Description: http://www.rmit.edu.au/content/dam/rmit/au/en/careers/position-descriptions/pd-technical-account-executive-customer-success.pdf
Pre-employment Checks: Appointment is subject to a successful Working with Children Check and National Police Check.
Our Commitment to Inclusion
At RMIT UP, we foster a culture of safety, wellbeing, and inclusion, ensuring everyone feels valued and respected. We embrace diversity and treat all individuals with fairness, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio-economic background, perspectives, or experiences.
We are an equal opportunity employer committed to being a child-safe organisation. We actively encourage applications from all sectors of the community, including Aboriginal and/or Torres Strait Islander candidates.
As a Disability Confident Recruitment Team, we are happy to adjust the recruitment process to meet accessibility needs. Please contact us at applications.rmit.up@rmit.edu.au with your preferred communication method, and we will be in touch to discuss your requirements.
Read our Child Safety Policy: Child Safety Policy
We are a Circle Back Initiative Employer – we commit to responding to every applicant.
Application Close:
RMIT is an equal opportunity employer committed to being a child safe organisation. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community, and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.
In line with RMIT University’s commitment to a safe, respectful and inclusive environment, from 1 January 2026, the University will also consider gender-based violence (GBV) risk factors as part of our recruitment processes. All applicants will be required to complete a gender‑based violence declaration in accordance with the National Higher Education Code to Prevent and Respond to Gender-based Violence. Preferred candidates will also be required to undertake relevant pre‑employment background checks, including Working With Children Checks. Information provided will be treated confidentially and considered only for its relevance to the role and RMIT’s safety obligations.
At RMIT, we are committed to supporting adjustments throughout the recruitment and selection process, as well as during employment. We actively support and encourage people with disability to apply to RMIT (including alternate formats of application forms). To discuss adjustment requirements, please contact Dani, via talentsupport@rmit.edu.au or visit our Careers page for more contact information - https://www.rmit.edu.au/careers.
We are a Circle Back Initiative Employer – we commit to respond to every applicant.