Head of Customer Success – Hong Kong

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, Southeast 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 Southeast 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.

The Role

Reporting to the Operations Director, the Head of Customer Success / Team Manager - Customer Success role is an extremely vital role at SEEK as it drives our purpose and mission to help our customers succeed. It involves taking on a more senior level of responsibility within the service organisation, on top of partnering with various country and regional organisations to drive business outcomes like revenue and market share. In this role, you will lead the entire customer success team in the market to lead behavioural change, adoption, and sustainable growth of product usage within our customer segments.

Based in the Hong Kong office, you will work closely with both country and regional teams to deliver our business objectives. Therefore, stakeholder management will be essential for you to succeed in this role. Your understanding of the current employment marketplace will enable you to position yourself as a trusted leader to lead our service teams to help clients uncover their sourcing and recruitment challenges, educate them on our products and assist them by developing tailored engagement solutions to meet their business needs.

As the Head of Customer Success / Team Manager - Customer Success, the onus will be on you to build a high performance team that is able to achieve the business key outcomes while embodying the SEEK culture, principles, and behaviours. The role, therefore, is a highly strategic and operational. We also expect the person in this role to be able to manage customer relationships, escalations, conversations from all types of customer types at SEEK (including various users).

Key accountabilities include:

• Building and leading a high-performance team that can drive the desired business outcomes. This would require coaching, recruitment, upskilling, goal setting, performance measurement and management, productivity etc.

• Understanding what drives key business objectives like revenue and market share and lead the customer success team to manage work accordingly.

• Managing and reviewing team activities to ensure alignment with OKRs.

• Work closely with top clients to identify their strategic sourcing needs & facilitate sessions with leaders & teams

• Reviewing and providing coaching to the team on customer engagement plans based on data, trends, customer needs and business objectives.

• Identify, create & lead projects/pilots to achieve strategic goals, ensuring collaboration with relevant stakeholders across the business & in market where required.

• Communicate strategically to influence senior stakeholders, internally & externally, to deliver on projects/additional work streams.

• Handling escalations from top customers (including visiting them for face-to-face meetings.

• Continuously maintain a deep understanding of our product solutions to be the subject matter expert for our clients & internal stakeholders, providing mentoring to team members where applicable.

• Manage multiple internal relationships with Sales Directors, Senior Sales Managers, Sales, and Customer Service to drive a one team approach with clients and increase speed to value of products

The successful candidate will have:

Experience:

• A minimum of 8 years in a customer success or industry with a focus on technology.

• Customer-Centric Approach:

• Show passion for meeting customer needs and providing exceptional service.

• Comprehensive understanding of SEEK client segments & market conditions.

• Ability to analyse hirer behaviour including consumption of credits and translate that into solutions for the service teams.

• Confidently articulate SEEK story & purpose to align with specific client needs.

• Proven track record of building strong client and internal stakeholder relationships across all levels within an organisation, plus managing senior stakeholder expectations.

Team Management:

• Ability to coach, mentor, and upskill service team members to achieve their OKRs.

• Ability to drive results and be goal oriented.

• Proactively identify risk/problem areas & own end-to-end project delivery on solutions that meet the service team strategy & goals.

Cultivating Connections:

• Establish and nurture positive relationships with partners throughout the organization, while effectively managing the expectations of senior individuals.

• Extensive experience in facilitation of group training sessions & one-to-one consulting to achieve strategic business outcomes for clients.

Communication and Influence:

• Demonstrate exceptional communication skills and the ability to influence outcomes to key partners.

• Effective communication skills, with the ability to influence & drive behavioural change at senior levels within businesses.

Data-Driven Decision Making:

• Use data analysis to support continuous improvement and develop innovative solutions. Preferred familiarity with Salesforce and Tableau.

Agility and Adaptability:

• Thrive in a fast-paced environment and adapt to changing circumstances. Preferred with Lean Six Sigma certification.

Perks and Benefits:

• Attractive remuneration package

• No Shifting, Working from Monday to Friday office hours

• Flexibility with hybrid work arrangement

At SEEK, we are passionate about encouraging a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a passionate business that works with heart. We value varied perspectives for creative innovation. We encourage applications from a diverse group of backgrounds.

Should you require any specific support or adjustments throughout the recruitment process and beyond, please advise us, and we will be happy to assist.

SEEK kindly requests no unsolicited resumes or approaches from recruitment agencies and will not be responsible for any associated fees.