Senior Customer Success Manager
Senior Customer Success Manager
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Job Description
At LinkedIn our approach to flexible work is centered on trust and optimized for culture connection clarity and the evolving needs of our business. The work location of this role is hybrid meaning it will be performed both from home and from a LinkedIn office on select days as determined by the business needs of the team.
The Senior Customer Success Manager (CSM) partners closely with their assigned sales partners to ensure LinkedIn Customers achieve a significant return on investment (ROI) and drive business success with their LinkedIn Hiring Solutions investment.
As a CSM you will be tasked with:
- Serving as a Customer Champion and Advocate
- Helping Customers realize value from their investment
- Partnering on customer retention and expansion.
The CSM will partner with various stakeholders within assigned customers to ensure effective user and product onboarding and engagement on LinkedIn Hiring products and solutions.
Responsibilities Include:
- Partner with internal teams (sales insights etc. todriveoverall customer adoption enhancecustomer success mitigate customer churnrisk and drive return on investment (ROI).
- Align on customers business objectives andgoals to build measurable success plan andset a cadence of communication to deliverROI and operational reviews.
- Develops and helps customers drive changemanagement principles and processes tosupport transitioning to newprocesses tools or initiatives related toLinkedIn products and solutions.
- Provide best practices to help drive userbehavior and product adoption and mapsolutions to existing customer workflows.
- Manage and execute projects geared todrive adoption of new products and serviceswithcustomers.
- Share relevant data and insights that areimpactful to customers and tie back to theirsuccess drivers through operational reviewsto key customer stakeholders as wellasValue Reviews.
- Have knowledge of customers operating model and articulate how LinkedIn Products add value to organizational goals.
- Act as a trusted advisor and provide ongoingconsultation to your full book of businessto drive productadoption and ensure customers leverage thesolution to achieve agreed upon operationalpriorities leading to full business value andagreed success criteria.
- Lead and maintain deep understandingofLinkedInproducts and industry knowledgeto effectivelydrive greater customerengagement on the mostrelevantfeatures/functionality for theirspecificbusinessneeds.
- Identify churn risk and maintainhealthycustomer engagement levels byidentifying lowutilization and providingsolutions to further drivecustomersuccess.
- Interpret and analyze customer insights todrive behavior change inproduct and act asvoice of customer to continuously improveourproduct systems andresources.
- Track and document customeractivityviasystem tools.
Qualifications :
Basic Qualifications:
- 5 years of experience in any of the following: Customer Success Account Management/Sales Consulting Product Training and Enablement Project Management or Change Management
- Professional business fluency in verbal and written English Cantonese and Mandarin including expertise in presenting to both small andlarger audiences.
Preferred Qualifications:
- Strong knowledge of the Customer Success Industry and/or Talent experience
- Ability to understand your customers business objectives and challenges and define strategies to implement modern selling programs to help them achieve those objectives.
- Establish and grow trusted relationships with internal stakeholders and clientsto allowyouto be a trustedadvisor and consultant andamodernselling industry expert.
- Proficient organization project management and time management skills
- Experience analyzing data trends and client information to identify product or growth opportunities in service of customer value
- Influential verbal and written communication skills including expertise in presenting to both small and large audiences
- Proficient understanding of Sales concepts and Software as a Service
- Bachelors degree or equivalent practical experience
Additional Information :
Global Data Privacy Notice for Job Candidates
Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
