Account Manager (Customer Success)

Jobstreet by SEEK; Penang; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading recruitment technology firm in Penang is seeking a Client Engagement Consultant to drive product adoption and foster strong client relationships. The role requires a passion for customer success, expertise in recruitment processes, and the ability to facilitate effective training sessions. Proficiency in Mandarin is required. This position offers an opportunity to influence client strategies and shape their recruitment success while working in a collaborative environment.

Qualifications

• Demonstrated experience in facilitating group training sessions and one-to-one consulting.
• Ability to influence and drive behavioral change.
• Strong understanding of recruitment processes and HR technologies.
• Experience conducting client visits and managing senior collaborator expectations.

Responsibilities

• Drive behavioral change and product adoption with clients.
• Analyze client data to provide insights and uncover opportunities.
• Facilitate training sessions through webinars and workshops.
• Collaborate with multiple internal teams to support client needs.
• Manage customer satisfaction throughout the client lifecycle.

Skills

Customer success focus

Group training facilitation

Strong relationship management

Effective communication

Data analysis skills

Mandarin language skills

Job description

Connecting your potential with possibility at SEEK

At SEEK, we work with heart. Our purpose is to help people live more fulfilling and productive working lives and help organisations succeed. We make a positive impact on a truly global scale and our world-class technology solutions connect more people to relevant employment and education opportunities. The work we do impacts people’s lives when it matters.

We value and celebrate the diversity of our employees who rise to the challenge to contribute to the success of our organisation. It’s a fast-paced and encouraging environment where everyone is passionate about our common purpose and where our people can build enriching and exciting careers. Our future potential is your opportunity.

‘Our SEEK’

At SEEK our biggest asset is our people, and we are proud of our community of valued, dedicated and diverse individuals who really know their stuff. Our culture statement, Our SEEK, is all about what makes SEEK outstanding and a little bit different. Our SEEK clearly outlines the Principles and the Behaviours of our best people, which include:

Passion: we are passionate about SEEK, our purpose, our customers and our community

Team: we care about each other and collaborate to achieve together

Delivery: we complete tasks with excellence and achieve great results

Future: we believe and act for the long term

Job Description

The Role

Reporting to the Team Lead, 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.

You will collaborate with Sales, Customer Success, Sales & Service, Product, ComEx, Marketing & Strategy teams in Kuala Lumpur.

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.

Analyze client data to uncover performance insights and identify growth opportunities or reduce retention risk. Drive client insights back to SEEK through quality conversations and effective product usage enablement.

Key Accountabilities include:

• Analyze target clients, collaborate with Sales to customize engagement plans, boost product adoption and usage, and manage risks.
• Understand the key drivers of behavioural 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 authority for our clients.
• Manage multiple internal relationships with Senior Sales Managers, Sales and Customer Service to drive a one team approach with clients and increase speed to value of products.
• Manage customer happiness throughout the customer life cycle, working closely with Sales and other key collaborators.

Qualifications

Essential Skills, Experience and Proficiencies

Passion and obsession with our customer’s needs: demonstrate curiosity about customer success and service.

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

Demonstrated history of establishing strong client and internal collaborator relationships at all levels within an organization, as well as managing senior collaborator expectations.

Effective communication skills, with the ability to influence & drive behavioural change.

Understanding of end-to-end recruitment processes, HR technologies, talent acquisition and candidate sourcing challenges - a background in Human Resources or Recruitment would be highly regarded.

Ability to analyse data, derive insights into solutions and use that for the purpose of continuous improvement & creative innovation in a constantly changing marketplace.

Currently based in Penang

Has experience in doing client visitation

Able to speak and write Mandarin

Sales/Account Management and Recruitment experience is an advantage

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