Customer Success Manager

The Role

Reporting to the Director of Operations, 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 Singapore 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.

Requirements

Skills, Experience and Proficiencies

• Bachelor's degree from any major
• 5-8+ years of experience driving high-impact customer-focused initiatives
• 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 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 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

• Passion and obsession with our customer’s needs: have a natural 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.
• Proven track record of building strong client and internal stakeholder relationships across all levels within an organisation, plus managing senior stakeholder 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. 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 of continuous improvement & creative innovation in a constantly evolving marketplace.