Principal Customer Success Manager, Global Clients , Bi-lingual English/Japanese speaking

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 Principal Customer Success Manager (CSM) partners closely with sales and crossfunctional teams to ensure LinkedIns global clients achieve significant return on their investment and realize value with their Hiring Solutions. This includes creating holistic strategies that drive engagement optimization and innovation across large multinational organisations.   

The CSM will partner with various stakeholders within assigned customers to ensure effective user and product onboarding and engagement on LinkedIn Hiring solutions.  

Responsibilities  

• Proactive ownership and management of key customer moments in a manner that establishes credibility and trust as a business advisor to assigned customers  

• Partner with sales counterparts on prioritized customers to drive overall customer adoption enhance customer success and mitigate customer churn risk  

• Develop new and innovative ways to share relevant data and insights that are impactful to customers and ties back to their success drivers through operational reviews to key customer stakeholders as well as Strategic Value Reviews. 

• Create and execute large solution implementations tying back to customer objectives and success criteria ensuring user adoption at scale.   

• Robust understanding of LinkedIns Talent Solutions and industry knowledge to effectively drive customer engagement on relevant features/functionality for their specific business needs.   

• Act as a change agent for internal (systems & process) and external (product & workflow) change 

• Serve as the voice of the customer and provide internal feedback to Product Content and other teams on how we can better serve our customers. 

• Proactively identify business gaps and take ownership to lead or contribute to crossfunctional global projects leading to solutions that uplevel the Customer Success Organization and increases customer value delivery 

• While this role does not own quota associated with renewal or growth you are accountable for the success of the partnership as measured through depth frequency and quality of executive engagements delivery of ROI as validated by the customer and growth opportunities identified. 

• Up to 30% travel may be required 

Qualifications :

Basic Qualifications:  

• 8 years of experience in any of these areas: HR Consulting Learning & Development Talent Management / Recruiting Customer Success Account Management Product Management/Adoption 

• Business proficiency in Japanese as this role would require engaging with Japanese speaking customers 

Preferred Qualifications:  

• Experience in learning eLearning Organizational L&D recruiting applicable talent experience sales account management and product enablement 

• Expert interpersonal skills demonstrated by the ability to build authentic business relationships and effectively manage relational challenges at all levels at the clientside including executive level 

• Advanced 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 

• Expert understanding of Sales concepts and Software as a Service 

• Proven ability to influence through empathy negotiation and consensus building 

• Bachelors degree or equivalent practical experience 

Suggested Skills   

• Customer Retention Management 

• Learning Agility 

• Change Management 

Additional Information :

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No

Employment Type :

Fulltime