Senior Customer Success Manager (12 month ftc)
Senior Customer Success Manager (12 month ftc)
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1 Vacancy
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 Customer Success Manager (CSM) partners closely with Relationship Managers to ensure LinkedIn Enterprise Customers achieve a significant return on investment and feel successful with their LinkedIn Sales solution.
The CSM serves as a key consultant to assigned accounts to support effective onboarding complex implementation and driving engagement of products and services to new and existing customers.
As a Customer Success Manager for Sales Solutions you will ensure customer success by liaising with key stakeholders (c-level executives sales leaders program managers) within our customer base to plan and drive large scale deployments. Taking a consultative and prescriptive approach to our customers is crucial acting as their trusted advisor and consistently showing the value and ROI our solution can offer.
Sales Navigator is constantly evolving through integrations with CRM Marketing Automation Business Intelligence Sales Acceleration and Web Conferring applications a core part of this role will be empowering our customers to activate these by showing how critical they are to help their business to thrive.
Our main goal is to achieve our customers outcomes by turning the vision they hold for their business into a reality and delivering and articulating value.
You will be a product expert; you will be a change management leader helping your clients adopt modern selling best practices; and you will be a core part of LinkedIns retention strategy preventing customer attrition (churn) by ensuring customers get value from their investment in Sales Navigator.
Responsibilities
Working and partnering with our Linkedin Sales Solutions customers for the Benelux market
Partner with the Relationship Managers on assigned accounts to enable clients on the optimal way to implement a successful modern selling program using LinkedIns Sales Navigator platform in order to drive overall customer adoption and success
Develop execute and continuously review customer success plans to define shared goals KPIs and align our LinkedIn Sales Solutions to our customers organizational objectives initiatives and strategies. Ability to prove ROI.
Act as a trusted advisor to key customer stakeholders and executive sponsors to drive product adoption ensuring they leverage the solution to achieve full business value through training consulting communication about product features and regular metrics review
Think scale encouraging clients to utilize appropriate LinkedIn resources (i.e. community forums learning center workshops etc.) to increase their proficiency with Sales Navigator and with other modern selling features on the LinkedIn platform
Mitigate churn by tracking customer activity and creating custom plans for accounts at risk; partner with RM on mitigation strategies including attendance at Strategic Value Reviews where necessary
Proactively identify risk and deliver coaching to improve utilization of low usage clients
Monitor customer engagement and health metrics in assigned accounts analyses and develop strategies to increase usage i.e. sales leadership educational sessions best practices workshop
Document all communication with users and accounts accurately and in a timely manner via system tools (Gainsight). Ensure that issues are escalated appropriately to appropriate internal departments and management.
Use LinkedIn client and other data to derive insights to drive greater client engagement
Become a client partner in maximizing the benefits of their investment with Sales Navigator
Maintain a deep understanding of LinkedIn products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs
Qualifications :
Basic Qualifications
3 years working in a Customer Success Account Management or Management Consultancy role
Preferred Qualifications
BA/BS or equivalent practical experience
Strong knowledge of the Customer Success Industry
Ability to establish and grow trusted relationships with internal stakeholders and clients to allow you to be a trusted advisor and consultant and a modern selling industry expert.
Experience presenting to large audiences e.g. Sales Kick-offs Executive Forums
Experience implementing change management best practices to drive product or process adoption
Experience driving large scale global deployments
Excellent organizational project management consulting and time management skills
Experience analysing data trends and client information to identify product or service growth opportunities
Proficient in Salesforce Gainsight & Microsoft Office
Suggested Skills
- Communication skills
- Stakeholder Engagement
- Project Management
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 :
Full-time
Employment Type
Full-time
