Customer Success Manager (Hybrid Working)

Company Description

About SEEK

SEEK has evolved from being a domestic online employment classifieds business, to the largest global online marketplace, operating in 18 countries. Our reach includes Australia, New Zealand, China, Brazil, Mexico, South East Asia, Southern Africa, and Bangladesh. Our market cap as of September 2023 is ~US$4-5 bn.

Founded in Melbourne, Australia in 1997, there are now over 6,000 people working for SEEK globally. Kuala Lumpur is where we have our Regional Headquarter, with close to 500 employees. In Asia, we own the 2 leading online job boards also known as JobStreet.com and jobsDB. SEEK’s Asian operation now employs 1,500 people operating across 7 countries in South East Asian countries. We have ambitious growth plans that includes expanding its product set and customer base.

We are a purpose-led organization: we help people live more fulfilling and productive working lives and we help organisations succeed. We believe the key to our success is creating a work environment which is challenging, rewarding and inclusive. Our core principles are:

Passion – we are passionate about our purpose, our customers and the community

Team – we care about each other and collaborate to achieve together

Delivery – we execute with excellence and achieve great results

Future – we think and act for the long-term.

SEEK’s strategy is to match more candidates to opportunities than anyone else through using its marketplace scale to build a radically more efficient and effective marketplace. A cornerstone of SEEK’s growth since its inception has been the quality of its people, its award-winning culture and strong commitment to its values. This will continue to be at the core of ongoing success and growth for SEEK in all locations.

Job Description

The Role

Reporting to the Strategic Account Director, this is a pivotal role which involves partnering with Sales within our customer segments. Your role is therefore crucial for our business purpose to help our customers succeed.

Based in the Kuala Lumpur office, you will work closely with Sales and the wider Customer Success team, and more broadly with the Sales & Service, Product, ComEx, Marketing & Strategy functions.

Your understanding of recruitment systems and processes will enable you to position yourself as a trusted advisor to clients, uncover their sourcing and recruitment challenges, educate them on our products and assist them by developing tailored training solutions to meet their needs.

Using data, you will draw insight on client performance and identify where there is opportunity to drive further product adoption or remove retention risk. This role is a key channel of feeding client insights back into SEEK. In this role, you will be driving quality conversations with our customers and enabling them to use our products effectively, while adding value to them through your insights and engagement plans.

Qualifications

Skills, Experience and Proficiencies

• Bachelor's degree from any major
• 5-8+ years of experience driving high-impact customer-focused initiatives
• Use your analytical skills to identify target clients, then work closely with Sales and those clients to tailor engagement plans to drive product adoption and usage, and manage any risks.
• Understand the key drivers of behavioural change and implement tailored training & consulting programs for the customer, in line with business strategic priorities.
• Facilitate training or consulting sessions with leaders, teams & individuals through webinars & face-to-face workshops to achieve business outcomes.
• Work with the client to identify their strategic sourcing needs and provide feedback to the organisation to aid client needs.
• Continuously maintain a deep understanding of our product solutions to be the subject matter expert for our clients.
• Manage multiple internal relationships with Senior Sales Managers, Sales and Customer Service to drive a one team approach with clients and increase speed to value of products.
• Manage customer happiness throughout the customer life cycle.

Desired Values

• Passion and obsession with our customer’s needs: have a natural curiosity about customer success and service.
• Demonstrated experience in facilitation of group training sessions & one-to-one consulting to achieve strategic business outcomes for clients.
• Proven track record of building strong client and internal stakeholder relationships across all levels within an organisation, plus managing senior stakeholder expectations.
• Effective communication skills, with the ability to influence & drive behavioural change.
• Understanding of end-to-end recruitment processes, HR technologies, talent acquisition and candidate sourcing challenges - a background in Human Resources or Recruitment would be highly regarded. Exhibits a keen curiosity about the recruitment and human capital industry.
• Ability to analyse data, derive insights into solutions and use that for the purpose of continuous improvement & creative innovation in a constantly evolving marketplace.

Additional Information

At SEEK, we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.

We know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we welcome applications from people with a diverse group of backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable approach but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.