Customer Success Manager

The Role

Reporting to the Head, Customer Support, this is a pivotal role which involves partnering with Sales to drive behavioural 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.

You will collaborate with Sales, Customer Success, Sales & Service, Product, ComEx, Marketing & Strategy teams in Kuala Lumpur.

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.

Analyze client data to uncover performance insights and identify growth opportunities or reduce retention risk. Drive client insights back to SEEK through quality conversations and effective product usage enablement.

Key Accountabilities include:

• Analyze target clients, collaborate with Sales to customize engagement plans, boost product adoption and usage, and manage 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 closely 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 authority 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, working closely with Sales and other key collaborators.

Essential Skills, Experience and Proficiencies

• Passion and obsession with our customer’s needs: demonstrate 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.
• Demonstrated history of establishing strong client and internal collaborator relationships at all levels within an organization, as well as managing senior collaborator 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.
• Ability to analyse data, derive insights into solutions and use that for the purpose of continuous improvement & creative innovation in a constantly changing marketplace.
• Sales/Account Management and Recruitment experience is an advantage
• Must be proficient with Mandarin