SEEK is hiring a Customer Success Manager

SEEK is looking for a Customer Success Manager to be a pivotal partner within our customer segments. Based in our Surabaya office, you will act as a trusted advisor, uncovering recruitment challenges, educating clients on our products, and developing tailored training solutions. You'll use data to draw insights, drive product adoption, and feed valuable client feedback back into the organization to help customers succeed.

What You'll Do

• 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 both sides of the marketplace have 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 the company, including Commercial, Product, and Engineering.
• Advocate for the customer by proactively gathering their feedback and translating it 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.

What We're Looking For

• A Bachelor's degree from any major.
• Minimum 3+ years of experience in a Key Account Manager or Relationship Manager role.
• 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 behavioral change and implement tailored training & consulting programs for customers, 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.

Nice to Have

• 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 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.
• 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.

Team & Environment

You will work closely with Sales and the wider Customer Success team, and more broadly with the Sales & Service, Product, ComEx, Marketing & Strategy functions, reporting to the Customer Success Prime Plus and Gold Manager.

Work Mode

This is an onsite position based in our Surabaya office.

SEEK is 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.