Manager, Customer Success - NSW & WA

Company Description

SEEK's portfolio of diverse businesses makes 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.

This is a pivotal role reporting into the Head of Customer Success and Enablement leading a team of 7 Customer Success Managers across NSW and WA.

The purpose of the Customer Success team is to drive adoption of new products and change perceptions and behaviors to increase adoption of existing products.
The team uncovers challenges & opportunities, conducts training and consults with clients to drive agreed metrics.

The role requires 2-3 days travel per month on average.

Key Responsibilities

• Work closely with other leaders to manage the central coordination of Customer Success activities.
  
• Develop metrics, KPIs and process maps to drive strong outcomes for your team.
  
• Use multiple channels to deliver scaled training across regions, minimising the impact on individual Customer Success Managers.
  
• Identify and drive ongoing opportunities for improvement in process, reporting, analysis, product or any other related area that the team works with.
  
• Demonstrate strong judgement in your decision making to juggle competing priorities of Product, Sales, Service and Customer Success to ensure the best outcomes for SEEK and our clients.
  
• Provide ongoing feedback to individuals and team regarding performance, identifying skills and knowledge gaps and providing the appropriate support, coaching and training.
  

Qualifications

• Several years leadership experience is essential.
  
• Demonstrated ability to lead, manage and contribute positively and proactively to the team environment.
  
• Passion for managing an operational team within a fast paced environment.
  
• Experience in setting OKRs and developing plans and objectives to support targets.
  
• High level energy including resilience and persistence in the face of stakeholder pushback and/or ambiguity.
  
• Demonstrated ability to be flexible and adapt quickly and positively in a constantly changing environment and realign strategy in line with the business and client needs.
  
• Ability to analyse data, derive insights into solutions and use that for the purpose of continuous improvement.
  
• Experience in the recruitment industry or human resources highly regarded.
  

Additional Information

At SEEK we offer:

• Annual Performance Bonus Plan.
  
• Support of flexible working, including a mix of office and work from home days depending on your role.
  
• Paid and unpaid leave benefits including Personal Flexi Days and Volunteer Days, as well as the opportunity to purchase additional leave.
  
• Support for parents with 14 weeks paid primary carers leave and 2 weeks paid leave for partners.
  

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.