Customer Success Manager SEEK location Sydney.

For over twenty years SEEK has been an integral part of Australians' job-search process, and as the country's leading employment marketplace is uniquely positioned to empower Australians with career, education and volunteer opportunities to create productive and fulfilling working lives.

The role reporting to the Manager, Customer Success – Northern Region, 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 Sydney office, you will work closely with the SAM’s, AE’s and the wider Customer Success team, and more broadly with Sales & Service, Product, ComEx, Marketing & Strategy functions.

This position will bring new and creative approaches to engage and influence customers to change their behaviour. The purpose is to drive adoption of new products, resulting in sustained usage, as well as changed perceptions and behaviours to increase adoption of existing products. This will be achieved through uncovery of challenges & opportunities, training sessions and ongoing analysis of product integration - feeding these insights back into the CSM Voice of Customer portal.

Key accountabilities include partner with your assigned Sales team/portfolios and work closely with the broader Sales & Service team to drive adoption of new and existing products, to ensure customers receive maximum value. Understand the key drivers of behavioural change and implement tailored programs for the customer, in line with SEEK’s strategic priorities.

Plan client training programs to engage and educate all customers in product usage. This could involve facilitating group training sessions or working one on one with SEEK users to assist in effectively integrating products into their day to day workflow to maximize their success, through webinar or face-to-face sessions. Work closely with the customer to identify their strategic sourcing needs and provide feedback through to market success/product to develop solutions.

Engage and work closely with key decision makers within the client portfolio to gain a better understanding of how they operate and constructively manage issues, challenges and concerns as they arise with product integration. Utilise SEEK, client and other data sources to derive insights into customer engagement with the SEEK product.

Work with client leadership teams to influence adoption of SEEK products and drive usage from top down. Continuously maintain a deep understanding of our product solutions to be the subject matter expert for our clients. Continuously provide Voice of Customer feedback through the CSM channel to the wider SEEK business to increase customer relations, the success of product uptake and sustained usage.

Essential skills, experience and competencies demonstrated experience in facilitation of group training sessions/one-to-one consulting to achieve strategic business outcomes for clients. Excellent depth of knowledge in SEEK’s products, user experience and the current conditions of the broader employment industry. Proven track record of building strong client and internal stakeholder relationships across all levels within an organisation, plus managing senior stakeholder expectations. Strong communication skills and demonstrated experience in influencing and driving behaviour change.

Great understanding of sourcing challenges and talent acquisition. Ability to analyse data, derive insights into solutions and use that for the purpose of continuous improvement. Creative and innovative in problem solving to provide ongoing solutions in a changing market. Demonstrated experience in working to KPI’s/targets and developing plans and objectives to achieve targets.

High energy levels, including demonstrated levels resilience and persistence in the face of client push-back and ambiguity. Demonstrated ability to be flexible and adapt quickly and positively in a constantly changing environment. Ability to work as part of and contribute positively and proactively to the team environment. An ability to work autonomously with high levels of self-motivation in an unsupervised environment.