Customer Solution Specialist

SEEK; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading recruitment technology firm in Kuala Lumpur is seeking a Customer Success Trainer to enhance customer engagement through effective training and support. You will deliver tailored webinars and manage customer interactions to maximize platform adoption and satisfaction. Ideal candidates should have experience in training delivery and strong analytical skills. Join a dynamic team that values diversity and continuous improvement.

Qualifications

• Experience in delivering engaging webinars or training sessions.
• Passionate about customer success and education.
• Familiar with recruitment systems and processes.

Responsibilities

• Serve as a subject matter expert on the platform.
• Improve and deliver training sessions tailored to customer needs.
• Capture and communicate customer feedback for product improvements.

Skills

Customer engagement

Training delivery

Analytical skills

Communication

Presentation skills

Job description

Company Description

SEEK operates market-leading online employment marketplaces, including Jobstreet and Jobsdb in Asia. SEEK has been helping people live more fulfilling and productive working lives and helping organisations succeed for over 25 years.

Founded and headquartered in Melbourne, Australia, SEEK has grown into a multinational technology company with over 3,300 employees and is listed on the Australian Securities Exchange.

SEEK’s presence spans Australia, New Zealand, Hong Kong, Indonesia, Malaysia, the Philippines, Singapore and Thailand. Additionally, SEEK has minority investments in employment marketplaces in China, South Korea and Bangladesh.

SEEK develops and applies innovative data and technology tools to facilitate high-quality matching and improve reliability of marketplace information.

In 2021, 2022, 2023 and 2024, SEEK was recognised as one of Australia’s Top Ten Places to Work in Technology in the AFR BOSS Best Places to Work awards. SEEK was also named a 5-Star Employer of Choice by HRD Asia in 2024 and won four accolades at TalentCorp’s Life at Work Awards 2023 in Malaysia.

The Role

This role reports to the Operations Director, and is central to empowering both our internal teams and our customers (hirers) to maximise the adoption and application of our unified SEEK recruitment platform.

For our customers, this will be through effective training and education, helping them maximize their success and adoption of our platform. You will design, deliver, and facilitate engaging webinars and training sessions to enable customers to fully leverage our solutions. Your efforts directly contribute to driving sustainable growth, deepening product usage, and fostering long-term partnerships. Your role is therefore crucial for our business purpose to help our customers succeed.

This role is also crucial to managing and communicating product updates and developments to our internal staff including Account Managers and Customer Success Managers; to train-the-trainers, and ensure clear understanding of product features and identification of customer opportunities. This will involve gathering of product updates and collaterals from Product Marketing, Enablement and Go-to-Market teams, developing and customising relevant training collaterals and conducting training to the relevant teams. This person should also be responsible for collecting internal and customer feedback from the teams to relate back to the development teams, where relevant.

Your expertise in recruitment systems and processes positions you as a trusted advisor, helping customers navigate and optimize their use of our platform and extract greater value. Leveraging data and customer insights, you will continuously enhance training content and delivery, identifying opportunities to increase adoption and reduce customer risk. You are a key conduit for feeding client feedback into SEEK to improve our product and services.

Job Description

• Serve as a subject matter expert on our platform, continuously updating knowledge to provide best-in-class training and support to both external hirers and internal staff.
• Proactively perform targeted outbound engagement with new hirers identified through low application signals to offer support and training.
• Collaborate with customers to understand their sourcing challenges and tailor educational content accordingly.
• Improve, develop and deliver interactive webinars and training sessions tailored to customer needs and business priorities.
• Manage customer satisfaction through proactive engagement during and after training sessions.
• Use data insights to identify customer segments that would benefit from targeted training, improving product adoption and engagement.
• Capture and communicate customer feedback and insights to internal teams to help drive product improvements.
• Other product related initiatives as and when required. (new product roll-out communication and implementation)

Qualifications

• Passionate about customer success and education, with a natural ability to engage and support customers through training and outreach.
• Proven experience in delivering engaging webinars or training sessions, preferably in a SaaS or recruitment tech environment.
• Comfortable with outbound customer engagement based on data signals and customer needs.
• Strong communication and presentation skills with the ability to influence and drive behavioural change.
• Analytical mindset with the ability to interpret data to enhance training effectiveness, customer engagement, and identify outreach opportunities.
• Comfortable managing multiple training sessions, customer interactions, and outreach efforts daily using online tools.
• Familiarity with recruitment systems and processes is highly desirable.

Additional Information

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 a diverse group of 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 approach but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.