Manager Customer Success Consulting
Manager Customer Success Consulting
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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.
Searching for your dream job At LinkedIn we strive to help our employees find passion and purpose. Join us in changing the way the world works.
We are looking for a Manager Customer Success to lead one of our UK customer success teams in retaining our customers by making them incredibly successful with our learning products and data. As a leader to this team you will manage and grow a team of customer success professionals who are focused on a specific region of accounts. You will model clear forecasting of risks maintaining oversight of top renewals and their health. You will be responsible for the success of your team in delivering results for client adoption and engagement satisfaction and account retention. You will help your team prioritize effective strategies to help our customers become and feel successful. You will also be adept at inspiring team and talent as well as being a thought leader in your field.
Responsibilities:
Team and Talent
Manage a team of Customer Success Managers (individual contributors)
Attract hire and retain great talent and ensure they are successful by leveraging an #alwaysbecoaching mindset
Build and maintain a healthy pipeline of talent to attract for future roles in your team
Support other Customer Success teams in the region and partner closely with their managers
Customer Centricity
Maintain and develop a deep understanding of our learning products and industry knowledge to be able to guide your team through difficult customer engagements
Participate directly in customer meetings when needed
Business Leadership
Maintain oversight on top renewals and renewal health allowing meaningful contributions to forecast accuracy and plan achievement.
Be a champion of change. Lead by example embracing change and inspiring those around you to join you on the journey
Coach your team to metrics to ensure achievement of activity and quality targets
Execute on departmentlevel goals including churn reduction user adoption support resolution customer satisfaction and team growth/development
Identify opportunities which help evolve our post sales engagement model including but not limited to the development of systems tools process and behaviours
Lead initiatives for the region and drive operational excellence with data and insights
Cross Functional Partnership
Partner closely with sales leadership for your segment and geography to align goals and incentives for the overall health of LinkedIns business
Be a key input representing Customer Success in global and regional programmes which span cross function and line of business
Qualifications :
Basic Qualifications:
Fluency in English
4 years of people management/leadership experience in a customer success/Recruitment or sales capacity
5 years of customer facing experience ideally in a SAAS business
Preferred Qualifications:
Knowledge of the Learning and Development industry is a strong advantage
Strong skills in forecasting and delivering to renewal targets ensuring that customers receive value from their investment.
Experience in recruiting learning and development or talent management
Strong knowledge of the UK and EMEAL landscape and how it fits into a global organisation
Experience working in global organizations with a skill set to connect global strategy to regional impact
Experience implementing new processes workflows or other large business initiatives within an organisation
Excellent communication organizational project management and time management skills
Experience analysing data and trends to identify product or servicegrowth opportunities
Expert knowledge of MS Office (Outlook Word PowerPoint and Excel)
Proficient in Microsoft Dynamics or other CRM tools
Project management certifications advantageous
Suggested Skills- Relationship Building
- Stakeholder Management
- Leadership
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
