Head of Service (Customer Success)

About SEEK Asia

SEEK is a global company that encompasses a diverse range of online employment, educational, commercial, and volunteer businesses. With a presence in Australia, New Zealand, China, Hong Kong, South-East Asia, and various other locations, SEEK has a truly international reach, connecting with over 2.9 billion people and contributing to approximately 27 per cent of global GDP. As a top 100 company listed on the Australian Securities Exchange, SEEK has been recognized by Forbes as one of the Top 20 Most Innovative Companies.

In Asia, SEEK operates through its leading career platforms, JobStreet and JobsDB, which are present in Hong Kong, Indonesia, Malaysia, Singapore, Thailand, and the Philippines. This part of SEEK's business is experiencing outstanding growth and profitability, attracting over 400 million visits annually.

Here, we believe that our people are the driving force behind our success. Our award-winning culture fosters excellence, acceptance, and diversity, celebrating the unique contributions of each employee.

Our Culture

At SEEK, we have cultivated a work environment that prioritizes collaboration, and we take pride in the way we work together to achieve our goals. You will have the opportunity to join a team of hard-working, fun-loving, and emphatic individuals who are dedicated to supporting you in your career journey at SEEK.

We are committed to creating an environment where every team member feels empowered to make a difference. It is this dedication to our culture that has made us a leading job portal in Asia and the preferred destination for both job seekers and organizations alike.

As the Head of Service at SEEK, you will be instrumental in propelling the growth and widespread adoption of our innovative products. A unique opportunity to collaborate with cross-functional teams, including Sales, Finance, Marketing, Regional Business Operations Excellence, and Go-To-Market (GTM) strategies. The mission is to provide unparalleled guidance to our clientele, assisting them in navigating challenges, comprehending the full spectrum of our offerings, and benefiting from tailored training solutions. Through meticulous data analysis, you will unearth strategies to bolster client performance and advance product engagement, thereby delivering critical insights that drive SEEK’s forward momentum.

Key Responsibilities

• Strategic Client Engagement: Orchestrate the identification of key clients and partner with the Sales division to forge custom engagement strategies that enhance product adoption, manage potential risks, secure high renewal rates, and offer comprehensive service support.
• Training and Consulting: Design, implement, and facilitate customized training programs and workshops aligned with business priorities to achieve desired outcomes.
• Collaboration and Relationship Building: Collaborate with both internal and external partners to address client sourcing requirements and gain valuable perspectives. Champion a spirit of collaboration to amplify the impact of our product suite.
• Client and People Management: Build and maintain strong relationships with clients and internal teams at all levels. Act as a trusted consultant to senior management, including directors and regional leaders, and advocate for a culture of excellence within the Customer Success and Customer Experience teams.
• Product Expertise and Client Satisfaction: Maintain extensive knowledge of our services to serve as a subject matter expert. Ensure a positive client experience and lead customer satisfaction throughout the entire lifecycle.
• Package Utilization and Market Penetration: Optimize packages based on hirer needs and increase usage of products across the market.
• Data Analysis and Project Management: Apply strong analytical and project management skills to examine data, identify patterns, and drive organizational change initiatives.

Skills, Experience, and Competencies

• 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.
• Cultivating Connections: Establish and nurture positive relationships with partners throughout the organization, while effectively managing the expectations of senior individuals.
• Communication and Influence: Demonstrate exceptional communication skills and the ability to influence outcomes to key partners.
• 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.
• Immediate Availability: Can start ASAP is highly preferred

Benefits:

• Enjoy working from anywhere for 4 weeks as part of our benefits.
• Vacation Leaves and Sick Leaves are made available on Day 1
• Free HMO for three (3) qualified dependents
• Monthly internet allowance + one-time WFH Setup Allowance for New Hires to make sure you are duly equipped to work-from-home.

Join SEEK and become part of a world-class team dedicated to delivering flawless service and driving success for our customers. Are you ready to take the challenge? Apply now!

We are committed to providing an inclusive and supportive work environment. If you require any accommodations during the application process or for the performance of your job, please let us know, and we will work with you to meet your needs.