Customer Success Manager

About SEEK

At SEEK, we serve a noble purpose: to help people live more fulfilling and productive working lives and to help organisations succeed.

By joining us, you’ll be part of a multi-national technology business that is far-reaching with a start-up working culture that focuses on a set of collaborative values and appreciates dynamic cultures. SEEK is a place where potential meets possibility – it’s where your career aspiration and our purpose can make great things happen.

Why join us?

Be part of a multi-national tech company with strong core values to help us solve complex challenges for our customers while building a flexible, exciting career – one that could take you anywhere.

We’re looking for people who thrive in dynamic teams and enjoy tackling regular new challenges in a large-scale, modern, and agile environment. As one of Asia Pacific’s largest tech companies, you’ll contribute to multi-lingual systems, solving high-impact problems to the benefit of millions of people within the region.

Be part of a fast-growing company with a strong culture and clear purpose, innovation and strong investment in responsible AI. SEEK offers you the opportunity to be involved in impactful work and be part of a great team. Expect a great investment in your career development with access to workshops, conferences and courses while you work alongside seasoned experts.

About the role

Sitting under the Operations Department, 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.

Based in the Hong Kong 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.

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 manage any risks.
• Understand the key drivers of behavioral 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 expert for our clients.
• Manage multiple internal relationships such as Head of Sales, Senior Sales Managers, Sales, Customer Service and Marketing teams to drive a one team approach with clients and increase speed to value of products.
• Manage customer satisfaction throughout the customer life cycle, working closely with Sales and other key stakeholders.

Essential Skills, Experience and Competencies

• Passion and obsession with our customer’s needs: have a natural knack for 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 organization, plus managing senior stakeholder expectations.
• Effective communication skills, with the ability to influence & drive behavioral 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.
• Proficient in both spoken and written English, Cantonese and Mandarin

Qualifications

• 6-8 years of proven experience as a Sales or Customer Success Manager or similar capacity in Customer Service. A track record in driving customer service and success with a strong reputation for delivering customer satisfaction is essential.
• Degree or Master in any discipline
• Strong experience in account management and conflict resolution

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.

For this role, only those with eligible right to work will be considered.

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