Senior Customer Success Manager
Senior Customer Success Manager
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Job Description
This role will be based in Bangalore.
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.
LinkedIns Sales Solutions team is dedicated to changing the world of sales by using Sales Navigator our flagship product that connects and builds mutually beneficial relationships between buyers and sellers.
The Customer Success Manager (CSM) partners closely with their assigned sales partners to ensure LinkedIn Customers achieve a return on investment and drive successful adoption andengagement with their LinkedIn Sales Navigator investment. As a CSM you will be tasked with:
- Serving as a Thought Leader Customer Champion and Advocate
- Helping Customers realize value from their investment
- Manage a book of business by prioritizing and delivering on key customer lifecycle events
The CSM will partner with various stakeholders within assigned customers to ensure effective user and product onboarding and engagement on LinkedIn Sales Navigator product.
Responsibilities:
- Commitment to personal journey withDiversity Inclusion and Belonging as this is atop priority for LinkedIn and many of itscustomers.
- Partner with teams and cocreate solutions(ie. sales implementation insights etc. todrive overall customer adoptionenhancecustomer success mitigate customerchurnrisk and return on investment (ROI).
- Act as a trusted advisor andprovideongoingconsultation andleadingpracticerecommendation tothe book of businessandtheirmanagementto drive product adoptionandensure theyleverage the solution toachieveagreedupon operational prioritiesleading tofullbusiness value andagreedsuccesscriteria.
- Develops and helps customer drivechangemanagement principles andprocesses tosupport organizationstransitioning to newprocesses tools orinitiatives related toSales Navigator .
- Teach and develop deepunderstandingofLinkedInproducts andindustry knowledge toeffectivelydrivegreater customer engagementon themostrelevant features/functionality fortheirspecificbusinessneeds.
- Identify churn risk andmaintainhealthycustomer engagementlevels byidentifying lowutilization andproviding solutionsto furtherdrivecustomersuccess.
- Interpret and analyze customer insights todrive behavior changeinsolution and act asvoice of customer toLinkedInProduct teamsto continuously improveourproduct systemsandresources.
- Agree on business objectives and goals asitrelates to LinkedIn product with customerstobuild measurable success plans setcadence ofcommunication to deliver ROIand operationalreviews.
- Share relevant data and insights thatareimpactful to customers and tie back totheirsuccess drivers through operationalreviews tokey customer stakeholders as well as Value Reviews.
- Provide leading practices to help driveuserbehavior and adoption of product andmapsolutions to existingcustomerworkflows.
- Manage and execute projects geared todriveadoption of new products andserviceswithcustomers.
- Track .
- Develops executes and inspires peers tohelpachieve professional development tomeetinternal needs by providing trainingandguidance.
- Continually work to evolve andimproveCustomer Success discipline withinand acrossCustomer SuccessOrganization.
- Travel is required when travelguidelines safely allow for inperson visitsdepending on location and territory.
Qualifications :
Basic Qualifications:
- 8 years of experience in any of the following:Customer Success AccountManagement/Sales Consulting ProductTraining and Enablement ProjectManagement or Change Management
Preferred Qualifications:
- Experience analyzing data trends and clientinformation to identify product or growthopportunities in service of customer value
- Advanced understanding Software presalesand/or sales effectiveness Business Acumen / commercial skills
- Experience managing client accounts with highrevenue impact
- Experience partnering with Clevel/Director/Leadership Stakeholders strong networking and multithreading skills
- Excellent verbal and written communication skillsincluding expertise in presenting to both small andlarge audiences
- Strong consultative skills
- Ambitious and driven thriving in fastpaced anddemanding environment
- Teamwork mentality and willingness to assistwherever needed
- Strong Microsoft Office capabilities: Excel WordOutlook and PowerPoint
- Proven ability to influence through empathynegotiation and consensus building
Suggested Skills:
- Consulting
- Collaboration and Relationshipbuilding
- Customer Success
- Communication
- Project Management
Additional Information :
India Disability Policy
LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers including individuals with disabilities. For more information on our equal opportunity policy please visit 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
