Customer Success Team Manager

The Role

Reporting to the [Head of Customer Success], The team manager role is an extremely vital role at SEEK as it drives our purpose and mission to help our customers succeed. The team manager is responsible for the day-to-day leadership and performance of the team. While the HoD sets the overarching strategy, you will be the primary driver of behavioural change, strategic implementation and adoption, and sustainable growth within your assigned team.

Based in the [location] 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.

You will serve as a bridge between frontline operations and leadership, ensuring your team uncovers client recruitment challenges and delivers tailored engagement solutions that meet business needs. Your success is measured by your ability to build a high-performance team that embodies SEEK’s culture and principles while hitting key operational targets.

As a people manager, the onus will be on you to build a high-performance team that is able to achieve the business key outcomes. We also expect the person in this role to be able to manage customer relationships, escalations, conversations from all customer types at SEEK (including various users).

Key Accountabilities include:

• Team Leadership: Lead, coach, and upskill a high-performance team to achieve business outcomes, including recruitment, goal setting, and performance management.
• Operational Execution: Manage and review daily team activities to ensure strict alignment with the department’s OKRs.
• Performance Tracking: Use data and trends to provide direct coaching on customer engagement plans, ensuring they align with business objectives.
• Client Engagement: Work directly with clients to identify strategic sourcing needs and handle immediate escalations or complex customer conversations.
• Internal Collaboration: Maintain close relationships with Sales Managers and Sales teams to drive a "one team" approach and increase the speed-to-value of SEEK products.
• Subject Matter Expertise: Maintain a deep understanding of SEEK’s product solutions to act as a mentor for team members and a technical expert for clients.
• Communicate strategically to influence senior stakeholders, internally & externally, to deliver on projects/additional work streams.

Qualifications

Essential Skills, Experience and Proficiencies

• People Management: Proven ability to coach, mentor, and upskill team members to meet and exceed their individual OKRs. Experience with managing B2B customers face-to-face is critical for this role.
• Analytical Skills: Ability to analyze data and hirer behavior (such as consumption) to develop actionable solutions for your team.
• Stakeholder Management: Experience building strong relationships with internal stakeholders and managing client expectations at various levels.
• Communication: Effective communication skills with the ability to influence behavioral change and articulate the SEEK story to clients.
• Industry Knowledge: Understanding of end-to-end recruitment processes, HR technologies, and candidate sourcing challenges.
• Project Delivery: Ability to identify operational risks and execute end-to-end solutions that meet the team’s strategic goals
• Drive for hitting targets and goals: A proven ability to drive results and maintain a high level of accountability for team performance metrics.