Customer Success Manager

Company Description

SEEK operates market-leading online employment marketplaces, including Jobstreet and Jobsdb in Asia. SEEK has been helping people live more fulfilling and productive working lives and helping organisations succeed for over 25 years.

Founded and headquartered in Melbourne, Australia, SEEK has grown into a multinational technology company with over 3,300 employees and is listed on the Australian Securities Exchange.

SEEK’s presence spans Australia, New Zealand, Hong Kong, Indonesia, Malaysia, the Philippines, Singapore and Thailand. Additionally, SEEK has minority investments in employment marketplaces in China, South Korea and Bangladesh.

SEEK develops and applies innovative data and technology tools to facilitate high-quality matching and improve reliability of marketplace information.

In 2021, 2022, 2023 and 2024, SEEK was recognised as one of Australia’s Top Ten Places to Work in Technology in the AFR BOSS Best Places to Work awards. SEEK was also named a 5-Star Employer of Choice by HRD Asia in 2024 and won four accolades at TalentCorp’s Life at Work Awards 2023 in Malaysia.

The Role

Reporting to the Customer Success Lead, 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 Jakarta 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 contributing to them through your insights and engagement plans.

Job Description

• Build positive relationships with customers, drive adoption of our platform, and ensure they receive significant value from our product.
• Focus on onboarding, delivery and retention for our customers as well as ensuring that both sides of the marketplace are having an outstanding experience on the platform.
• Apply strong influencing and collaborator negotiation skills to offer strategic consultations, address concerns proactively, optimize timelines, and get results.
• Work cross-functionally, engaging with many teams across company, including Commercial, Product, and Engineering. Advocating for the customer by proactively gathering their feedback and translating into actionable insights for internal teams to improve the platform and the customer experience.
• Play a key role in crafting and optimizing our Customer Success processes as we optimize this function for scale.

Qualifications

• Bachelor's degree from any major
• 2+ years of experience driving high-impact customer-focused initiatives
• Use your analytical skills to identify target 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 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

• Shows a strong curiosity for ensuring customer happiness and delivering excellent service.
• Demonstrated experience in facilitation of group training sessions & one-to-one consulting to achieve strategic business outcomes for clients.
• Proven track record of encouraging positive relationships with collaborators and customers at all levels within an organization, as well as managing the expectations of senior partners.
• 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

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.