Customer Success Manager

The Role

Reporting to the Head of Customer Success, this is a pivotal role which involves partnering with Sales to drive behavioral change, adoption and sustainable growth of product usage 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 partner with account managers 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, enabling them to use our products effectively, while adding new value to them through your insights and engagement plans.

Key Responsibilities

• 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 handle any risks.
• Understand the key drivers of behavioural change and implement tailored training & consulting programs (webinars & face-to-face workshops) for the customer, in line with business strategic priorities.
• Continuously maintain a deep understanding of our product solutions to be the SME/Specialist for our clients to identify their strategic sourcing needs
• Engage in 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.
• Enhance customer satisfaction throughout the customer life cycle.

Aptitude

• High energy individual who contributes to fun and supportive team environments. 
• Customer-centric mindset, with strong empathy, and always striving to create value for customers.
• Excellent influencing and negotiation skills, with demonstrated success in using these to drive successful outcomes for customers, partners and the organisations you have worked for.
• Strong stakeholder management, ability to work effectively with diverse stakeholders. 
• Comfortable with ambiguity, with a demonstrated ability to be flexible and adapt quickly in a constantly changing environment.
• Desire to grow their career as the business grows. 
• A willingness to lean in and help out when and where the team needs it.

Skills & Experience 

• Passion and obsession with our customer’s needs: is a natural at customer success and service!
• Proven experience in facilitation of group training sessions & one-to-one consultations to achieve strategic business outcomes for clients.
• Proven track record of building strong client and internal relationships across all levels, plus managing senior stakeholder expectations.
• Effective interpersonal 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.
• Ability to analyse data, derive insights into solutions and use that for the purpose of continuous improvement & creative innovation in a constantly evolving marketplace.

Desired Values

• Believed in aiming high to deliver world-class results and yet, not forgetting to care for others

The Team

This is an early role in a small Customer Success team that sits under the Commercial function of SEEK Recruiter Network, ultimately reporting through the Commercial Excellence Director for SEEK ANZ. This new venture includes a tight-knit team across Commercial, Product & Engineering and functions as an internal start-up. It pairs the relationships, assets and expertise of the SEEK group, with a group committed to the fast pace and high energy of a start-up. It is a highly motivated team who are excited to grow something together as a group.

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 diverse 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 mindset but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.

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.