Customer Success Manager

Company Description

SEEK’s portfolio of diverse businesses make a positive impact on a truly global scale. Our unified purpose helps people live more fulfilling and productive working lives and helps organisations succeed. We create world-class technology solutions to connect more people to relevant employment, education, small business and volunteer opportunities. We have a culture of high-performance in our workplaces and celebrate the diversity of our employees who contribute to the success of our organisation. Find out more about us by visiting https://www.seek.com.au/about/.

‘Our SEEK’

At SEEK our biggest asset is our people, and we are proud of our community of valued, talented and diverse individuals who really know their stuff. Our culture statement, Our SEEK, is all about what makes SEEK unique and a little bit different. Our SEEK clearly outlines the Principles and the Behaviours of our best people, which include:

• Passion: we are passionate about SEEK, our purpose, our customers and our community
• Team: we care about each other and collaborate to achieve together
• Delivery: we execute with excellence and achieve great results
• Future: we think and act for the long term

Job Description

The Role

It's 12 months fixed term opportunity.

Reporting to the Manager, Customer Success, 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.

Based in the Perth 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 through the CSM Voice of Customer portal.

Key accountabilities include:

• Use your analytical skills to identify target clients, then work closely with Sales and those clients to tailor training plans to drive product adoption and usage
• Understand the key drivers of behavioural change and implement tailored training & consulting programs for the customer, in line with business strategic priorities
• Facilitate training and consulting sessions with leaders, teams & individuals through webinars & face-to-face workshops
• Work closely with the client to identify their strategic sourcing needs and provide feedback through to the SEEK Product teams to develop solutions
• 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
   

Qualifications

• 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
• Ability to analyse data, derive insights into solutions and use that for the purpose of continuous improvement & creative innovation in a constantly changing marketplace

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 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.