Head of Customer Success – Hong Kong

The Role

Reporting to the Operations Director the Head of Customer Success / Team Manager - Customer Success role is an extremely vital role at SEEK as it drives our purpose and mission to help our customers succeed. It involves taking on a more senior level of responsibility within the service organisation on top of partnering with various country and regional organisations to drive business outcomes like revenue and market share. In this role you will lead the entire customer success team in the market to lead behavioural change adoption and sustainable growth of product usage within our customer segments.

Based in the Hong Kong office you will work closely with both country and regional teams to deliver our business objectives. Therefore stakeholder management will be essential for you to succeed in this role. Your understanding of the current employment marketplace will enable you to position yourself as a trusted leader to lead our service teams to help clients uncover their sourcing and recruitment challenges educate them on our products and assist them by developing tailored engagement solutions to meet their business needs.

As the Head of Customer Success / Team Manager - Customer Success the onus will be on you to build a high performance team that is able to achieve the business key outcomes while embodying the SEEK culture principles and behaviours. The role therefore is a highly strategic and operational. We also expect the person in this role to be able to manage customer relationships escalations conversations from all types of customer types at SEEK (including various users).

Key accountabilities include:

• Building and leading a high-performance team that can drive the desired business outcomes. This would require coaching recruitment upskilling goal setting performance measurement and management productivity etc.

• Understanding what drives key business objectives like revenue and market share and lead the customer success team to manage work accordingly.

• Managing and reviewing team activities to ensure alignment with OKRs.

• Work closely with top clients to identify their strategic sourcing needs & facilitate sessions with leaders & teams

• Reviewing and providing coaching to the team on customer engagement plans based on data trends customer needs and business objectives.

• Identify create & lead projects/pilots to achieve strategic goals ensuring collaboration with relevant stakeholders across the business & in market where required.

• Communicate strategically to influence senior stakeholders internally & externally to deliver on projects/additional work streams.

• Handling escalations from top customers (including visiting them for face-to-face meetings.

• Continuously maintain a deep understanding of our product solutions to be the subject matter expert for our clients & internal stakeholders providing mentoring to team members where applicable.

• Manage multiple internal relationships with Sales Directors Senior Sales Managers Sales and Customer Service to drive a one team approach with clients and increase speed to value of products

Qualifications :

The successful candidate will have:

Experience:

• A minimum of 8 years in a customer success or industry with a focus on technology.

• Customer-Centric Approach:

• Show passion for meeting customer needs and providing exceptional service.

• Comprehensive understanding of SEEK client segments & market conditions.

• Ability to analyse hirer behaviour including consumption of credits and translate that into solutions for the service teams.

• Confidently articulate SEEK story & purpose to align with specific client needs.

• Proven track record of building strong client and internal stakeholder relationships across all levels within an organisation plus managing senior stakeholder expectations.

Team Management:

• Ability to coach mentor and upskill service team members to achieve their OKRs.

• Ability to drive results and be goal oriented.

• Proactively identify risk/problem areas & own end-to-end project delivery on solutions that meet the service team strategy & goals.

Cultivating Connections:

• Establish and nurture positive relationships with partners throughout the organization while effectively managing the expectations of senior individuals.

• Extensive experience in facilitation of group training sessions & one-to-one consulting to achieve strategic business outcomes for clients.

Communication and Influence:

• Demonstrate exceptional communication skills and the ability to influence outcomes to key partners.

• Effective communication skills with the ability to influence & drive behavioural change at senior levels within businesses.

Data-Driven Decision Making:

• Use data analysis to support continuous improvement and develop innovative solutions. Preferred familiarity with Salesforce and Tableau.

Agility and Adaptability:

• Thrive in a fast-paced environment and adapt to changing circumstances. Preferred with Lean Six Sigma certification.

Additional Information :

Perks and Benefits:

• Attractive remuneration package

• No Shifting Working from Monday to Friday office hours

• Flexibility with hybrid work arrangement

At SEEK we are passionate about encouraging a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a passionate business that works with heart. We value varied perspectives for creative innovation. We encourage applications from a diverse group of backgrounds.

Should you require any specific support or adjustments throughout the recruitment process and beyond please advise us and we will be happy to assist.

SEEK kindly requests no unsolicited resumes or approaches from recruitment agencies and will not be responsible for any associated fees.

Remote Work :

Yes

Employment Type :

Full-time