Senior Customer Success Manager, Learning Solutions

At LinkedIn, our approach to flexible work is centred on trust and optimised 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.

LinkedIn Learning is a leading online platform that helps anyone learn business, technology and creative skills to achieve personal and professional goals. The Senior Customer Success Manager (CSM) is part of the LinkedIn Talent Solutions organisation. The objective of this role is to drive increased return on investment for our clients through identification, delivery and communication of the value our customers receive from their LinkedIn solution.

This is predominately done by increasing adoption of our Learning products by driving the strategy for activation of licenses and customer/employee engagement with LinkedIn Learning. It’s an exciting role as you can serve as a key learning and product adoption consultant to assigned accounts and see the impact of your work on the L&D strategy of our customers and their learners.

You will build relationships at the senior level to drive accountability of progress against customer goals, inspire our customers to think differently by delivering best-in-class customer experiences, resulting in high product engagement from the customer and ultimately customer retention.

Responsibilities

Onboarding:

• Partner with sales for assigned accounts to introduce and establish senior relationships with new customers, focusing on implementation plans of products in order to drive overall identification of goals, measures of success and strategies to drive adoption
• Provide education advisory plans for our customers, emphasising our self-service Customer Learning Center
• Develop and execute Success Plans including shared goals and performance metrics

Nurture:

• Act as a trusted advisor to key customer stakeholders and executive sponsors to drive product adoption and ensure they leverage the solution to achieve full business value
• Develop a territory plan to identify churn risk and opportunities for growth
• Analyse and develop strategies to increase account-level usage metrics
• Maintain a deep understanding of LinkedIn products and industry knowledge to effectively drive change management and greater customer engagement on the most relevant features/functionality for their specific business needs
• Develop education plans to ensure customers with low usage are provided with resources from our scaled education assets, to fully optimise usage of LinkedIn products
• Partner with cross functional teams (LTIC’s, TC’s, IC’s, Insights) to optimise the customer’s solution and derive greater value from our products
• Lead regular Success Reviews to demonstrate value and discuss the operational optimisation of a customer’s solutions
• Document all communication with users and accounts accurately and in a timely manner via system tools
• Ensure that issues are escalated appropriately to internal departments and management

Renewal & Upsell:

• Provide support to assigned accounts on changes to the customer product mix
• Mitigate churn by creating custom plans for accounts at risk
• Co-Lead Value Reviews in partnership with sales
• Navigate challenging stakeholders at a senior level
• Multi-thread to build new relationships that move the value in the customer forward
• Drive increased accountability and buy in from the customer to achieve their goals

Basic Qualifications

• 6+ year's experience in Customer Success, Learning & Development, Product Adoption, Change Management, Account Management, Customer Training, Business Transformation

Preferred Qualifications

• BA/BS or equivalent practical experience
• Experience in learning Industry, e-learning industry or organisational L&D
• Understanding of basic sales concepts in the corporate sector
• Excellent organisational, project management and time management skills
• Excellent presentation skills, both online and live, in large and small group settings
• Excellent verbal and written communication skills
• Excellent consulting, discovery, listening and communication skills
• Proficient in CRM (Salesforce/Dynamics) and Microsoft Office (Outlook, Excel, Word and Power Point)
• Excellent interpersonal skills with ability to build authentic business relationships

Suggested Skills

• Communication
• Collaboration
• Project Management

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