Senior Customer Success Manager (12-month fixed term contract)

At LinkedIn our approach to flexible work iscenteredon trust andoptimizedfor 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 asdeterminedby the business needs of the team. 

The SeniorCustomer 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 to customers to ensure effective userand product onboarding and engagement on LinkedIn Hiring products and solutions. 

Responsibilities Include: 

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

• Serve as a trusted advisor to end users and their leadership driving product adoption and ensuring solutions align with agreed operational priorities. 

• Alignon customers businessobjectivesand goals to build measurable success plans set cadence of communication to deliver ROI and operational reviews. 

• Develop innovative methods to share impactful data and insights with customers aligning these with their success drivers through operational and strategic business reviews. 

• Analysecurrent customer engagement metrics andleveragethe LearningCenterto provide new and ongoing product education options. 

• Share best practices to help drive userbehaviorand product adoption and map Hiring solutions to existing customer workflows 

• Maintain healthy customer engagement levels byidentifyinglowutilizationand providing solutions to further drive customer success. 

• Maintain an understanding ofhiring products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionalitiesfor their specific business needs. 

• Interpret customer insights to drive change in product and act as voice of customer to LinkedIn Product teams. 

• Expedite technical escalationswhen necessary. 

• Ensureaccurateandtimelydocumentation of customer interactions success plans and operational reviewsleveraginginternal systems and processes tomaintainhigh standardsof organisation and compliance. This role requires strong attention to detail and a proactive approach to managing administrative workflows that underpin customer successbalancing customer-facing engagements with internal operational tasks. 

• Up to 15% travel may berequiredwhen travel guidelines safely allow for in-person visits depending on location and territory. 

• Advance personal journey with Diversity Inclusion and Belonging as this is a part of LinkedIn priorities and many of its customers 

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 

• Business fluency in French and English 

Preferred Qualifications: 

• Recruiting or other applicable talent experience 

• Proficient interpersonal skillsdemonstratedby the ability to build authentic business relationships and effectively manage relational challenges 

• Proficient organization project management and time management skills 

• Experienceanalysingdata trends and client information toidentifyproduct or growth opportunities in service of customer value 

• Influential verbal and written communication skills includingexpertisein presenting to both small and large audiences 

• Proficient understanding of Sales concepts and Software as a service 
   

• Proven experience working with large and complex enterprise customers 
   

• Demonstrated ability to manage and influence stakeholders within sophisticated organizational structures. 
   

• Strong track record in customer-facing roles within enterprise environment 
   

• Excellent problemsolving skills with the ability to navigate ambiguity and propose creative effective solutions. 

• Growth mindset: eager to learn open to feedback and motivated by challenges. 
   

• Ability to thrive in highpressure and dynamic situations while maintaining strong customer focus 

Suggested Skills: 

• Stakeholder Management 

• Account Management  

• Data Analysis

Additional Information :

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No

Employment Type :

Full-time