Customer Success Manager

About the role Sitting under the Operations Department, 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. Your role is therefore crucial for our business purpose to help our customers succeed.Based in the Hong Kong 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 and processes will enable you to position yourself as a trusted advisor to clients, uncover their sourcing and recruitment challenges, educate them on our products and assist them by developing tailored training solutions to meet their needs.Using data, you will draw insight on client performance and identify where there is opportunity to drive further product adoption or remove retention risk. This role is a key channel of feeding client insights back into SEEK. In this role, you will be driving quality conversations with our customers and enabling them to use our products effectively, while adding value to them through your insights and engagement plans.ResponsibilitiesUse your analytical skills to identify target clients, then work closely with Sales and those 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 the customer, 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 closely 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 such as Head of Sales, Senior Sales Managers, Sales, Customer Service and Marketing teams to drive a one team approach with clients and increase speed to value of products.Manage customer satisfaction throughout the customer life cycle, working closely with Sales and other key stakeholders.