Sr. Customer Success Manager

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.

LinkedIn’s Sales Solutions team is dedicated to changing the world of sales through the use of Sales Navigator, our flagship product that connects and builds mutually beneficial relationships between buyers and sellers.

The Customer Success Manager (CSM) is part of the LinkedIn Sales Solutions organization. The objective of this role is to drive adoption and engagement of our product, LinkedIn Sales Navigator within our customers and to help our solutions become a mission critical, irreplaceable part of our customers’ sales and business development processes. You will be responsible for rollout strategy, on-boarding training, project management and regular metrics reviews as well as consulting and best practice sharing sessions with customers.

The Customer Success Manager partners closely with their assigned sales partners to ensure LinkedIn Customers achieve a significant return on investment and drive business success with their LinkedIn 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 customers, to ensure effective user and product onboarding and engagement on LinkedIn products and solutions.

Responsibilities

• Advance personal journey with Diversity, Inclusion, and Belonging as this is a top priority for LinkedIn and many of its customers.
• Partner with sales counterparts on prioritized customers to drive overall customer adoption, enhance customer success, and mitigate customer churn risk​.
• Act as a trusted advisor to the end users and their management to drive product adoption and ensure they leverage the solution to achieve agreed upon operational priorities, leading to full business value​.
• Utilize client usage and industry metrics to derive insights and use these to drive greater customer engagement and adoption.
• Analyze current customer engagement metrics and leverage the Learning Center to provide new and ongoing product education options.
• Track and record customer activity in a timely manner in systems of record, i.e., Dynamics​.
• Identify churn risk and maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success​.
• Maintain a deep understanding of LinkedIn products to effectively guide customers on best practice.
• Interpret customer insights to drive change in product and act as voice of customer to LinkedIn Product teams​ ​
• Expedite technical and purchase-related escalations
• Minimum travel may be required
• 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.

Qualifications

Basic Qualifications:

• 3+ years of experience in any of the following: Customer Success, Account Management/Sales, Consulting, Product Training and Enablement, Project Management, or Change Management

Preferred Qualifications:

• Experience in recruiting, applicable talent experience, learning, e-Learning, Organizational L&D, sales, account management, product enablement, and/or sales effectiveness.
• Fundamental interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges
• Fundamental 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
• Strong verbal and written communication skills, including expertise in presenting to both small and large audiences
• Fundamental understanding of Sales concepts and Software as a Service
• Bachelor's degree or equivalent practical experience

Suggested Skills:

• Negotiation
• Analytical and Forecasting
• Decision Making
• Communication

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LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. For more information on our equal opportunity policy, please visit https://legal.linkedin.com/content/dam/legal/Policy_India_EqualOppPWD_9-12-2023.pdf

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