Customer Success Manager

Job Description

• Become a trusted advisor to our customers by driving whole-of-business conversations to identify their sourcing needs and offer the best service and support for their recruitment requirements.
• Collaborate closely with Key Account Managers to craft quarterly customer engagement plans for monthly implementation to drive product adoption and usage and manage any risks.
• Understand the key drivers of behavioral change and implement tailored customer engagements in line with business strategic priorities.
• Continuously maintain a deep understanding of our product solutions to be the subject matter expert for our customers.
• Manage multiple internal relationships with leaders from Sales, Operations, and Marketing to drive a one-team approach with customers and increase speed to value of products.
• Manage customer satisfaction throughout the customer life cycle, working closely with Sales and other key stakeholders.
• Identify opportunities for package upgrade and cross-product adoption
• Conduct face-to-face and online Strategic Partnership Reviews to ensure alignment and growth.
• Facilitate face-to-face and online Product Training to new and existing users to ensure effective product usage.
• Offer exclusive paid ad posting assistance to customers based on allowable parameters.
• Provide customers exclusive access to SEEK signature reports and SEEK events related to recruitment and people management.
• Invite customer to exclusive SEEK events related to recruitment and people management.
• Perform tasks as assigned by the leader in alignment with company goals and strategies.

Qualifications

• Education level: Relevant degree or equivalent experience.
• Understanding end-to-end recruitment processes, HR technologies, talent acquisition, and candidate sourcing challenges - a background in Human Resources or Recruitment would be highly regarded.
• Experience: Proven track record of building and managing strong customer relationships in a consultative manner, including face-to-face client meetings and presentations, and conducting product training both in-person and virtually.
• Specific skills: Excellent interpersonal and presentation skills with the ability to engage effectively in face-to-face meetings, telephony, and online communication, with the ability to influence and drive behavioral change across all interaction channels.
• Specific skills: Good oral and written communication skills, proficient in MS Office applications (Word, PowerPoint, Excel).
• Personal characteristics: Passionate for customer success and service, with an innate ability for solving customer needs.
• Experience in using Salesforce, including reporting, and Tableau

Key Performance Indicators:

• Increase package utilization by building platform trust (Revenue and Renewal)
• Usage over competitors and Recruitment Firms or Partners (SODJP)
• Increase loyalty to the business/ increase customer satisfaction/ expand market share (SPR Hirer Engagement)

Learning and Development Plan:

• Customized Learning and Development plan tailored based on CSM assessment

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.