Manager, Customer Success - SME, Online & Qld

Job Description

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. Our award-winning head office in Cremorne (just a 4 min walk from Richmond station) provides an exceptional space to collaborate with colleagues. The building provides sweeping views of the city, a games area, sit and stand desks at every workstation, modern end-of-trip facilities and Thursday night drinks which gives our people an opportunity to connect in a social setting. Job Description Reporting to the Head of Customer Success, this role is responsible for leading a team of Customer Success Managers in Australia. The purpose of the Customer Success function is to drive customer retention and growth by ensuring our customers get maximum value from our products and services – where value is understood and optimised continuously throughout the customers contract or life-cycle. This role manages a team of four Customer Success Managers across multiple regions as well as the strategic direction and development of our SME and online customer solutions. Key responsibilities Design, develop and implement a strategy for Customer Success for our SME Customers (specifically all customers under $50,000) Responsible for the strategic direction of our scalable online solution, including the design, development and implementation for an online self-service model that will support all of our customers being able to access on-demand content Responsible for overseeing team performance, setting clear expectations and fostering a collaborative environment to drive successful outcomes Manage team members performance by promptly addressing issues, coaching for improvement and taking corrective action when necessary to ensure team effectiveness Identify technology requirements to implement best practices in customer success methods and delivery tools. Qualifications Demonstrated ability to lead, manage and contribute positively and proactively to a team environment Passion for managing an operational team within a fast-paced environment Experience in setting OKR’s and developing plans and objectives to support targets High level of 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 Proven record of building strong client and internal stakeholder relationships across all levels within an organisation. Additional Information At SEEK we offer: Support of flexible working, including a mix of office and work from home days depending on your role. SEEK is committed to operating sustainably, certified carbon neutral for its business operations (through Climate Active), purchasing renewable energy for our office and working-from-home emissions and a target for net zero by 2030. SEEKer Support, a confidential service that offers employees up to six sessions with a mental health professional of your choice. 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. #J-18808-Ljbffr