Customer Success Manager

About SEEK

SEEK’s portfolio of diverse businesses make a positive impact on a truly global scale. Our purpose is to help people live more fulfilling and productive working lives and help 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.

Life at SEEK

SEEK’s purpose is at the centre of everything we do. Our SEEK, which defines the way we work, is all about what makes us unique and a little bit different. Passion, Team, Delivery and Future are our principles that drive innovation and creativity. SEEK strives to support employee wellbeing by providing an amazing experience at work which led us to being named AFR BOSS Top 10 Best Places to work in technology for the fourth year in a row. We are proud to work in an environment that's inclusive where everyone's unique ideas, experiences and perspectives are valued.

Our award-winning head office in Cremorne (just a 4 min walk from Richmond station) provides an exceptional space to collaborate with colleagues. The building provides sweeping views of the city, a games area, sit and stand desks at every workstation, modern end-of-trip facilities and Thursday night drinks which gives our people an opportunity to connect in a social setting.

Reporting to the Manager, Customer Success, this is a pivotal role which involves partnering with the wider business to drive behavioural change, adoption and sustainable growth of product usage across all customers in ANZ.

Based in the Melbourne 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, processes and SEEK product knowledge will enable you to position yourself as a trusted advisor to clients at scale, uncover common sourcing and recruitment challenges and educate customers on our products. With your project experience, you will work closely with the Manager, Customer Success to set up a learning management system (LMS) or customer-facing enablement platform to reach all SME clients at scale.

Using data, you will draw insight on common problem areas and identify where there is opportunity to drive further product adoption or remove retention risk. This role is a key channel of feeding product insights back into SEEK.

Key responsibilities

• Plan, create and/or organise content to service all customers across ANZ via a self-service and on-demand solution
• Facilitate training and consulting sessions with leaders, teams & individuals through webinars & face-to-face workshops where needed.
• Use your analytical skills to identify problem areas and create strategies to increase product awareness, product adoption and retention at scale
• Manage multiple internal relationships across the business to ensure our online solution is up-to-date and reflects current business offerings
• Use your understanding of the key drivers of behavioural change and human interaction and engagement via online services to create audience engagement
• Work closely with the business to identify content 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.

• Demonstrated experience in facilitation of group training sessions & one-to-one consulting to achieve strategic business outcomes for clients
• Demonstrated experience in working on projects. Ideally, relating to learning management systems (LMS) or customer-facing enablement platforms
• 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
• Understand the key drivers of behavioural change and human interaction and engagement via online services.

At SEEK we offer:

• Support of flexible working, including a mix of office and work from home days depending on your role.
• SEEK is committed to operating sustainably, certified carbon neutral for its business operations (through Climate Active), purchasing renewable energy for our office and working-from-home emissions and a target for net zero by 2030. 
• SEEKer Support, a confidential service that offers employees up to six sessions with a mental health professional of your choice.

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 candidates with the 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.