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 Senior Customer Success Manager (CSM) is part of the LinkedIn Talent Solutions organization. The objective of this role is to drive the adoption of our products within our clients and to help our solutions become a mission-critical, irreplaceable part of our client's talent acquisition strategy.
You will partner closely with Account Managers to ensure LinkedIn Customers achieve a significant return and feel successful with their LinkedIn investment. The CSM serves as a key project manager and talent advisor to assigned accounts, to support effective onboarding and complex implementation of products for our existing customers.
Responsibilities
- Partner with the account team on prioritized accounts in order to drive overall customer adoption, enhance customer success, and mitigate customer churn risk
- Agree on business objectives and goals with customers and build measurable success plans, set the cadence of communication to deliver ROI and operational reviews.
- Ensure success by setting goals that result in customer’s fluency in product functionality and understanding of how to leverage that solution to meet their objectives
- Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success
- Analyze engagement metrics to identify and provide product education and ongoing onboarding needs, driving best practice usage of the Learning Center
- Act as a trusted advisor to customer management to drive product adoption and ensure they leverage the solution to achieve agreed operational priorities, leading to full business value
- 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
- Document all communication with accounts accurately and in a timely manner via system tools.
- Interpret customer insights to drive change in product and act as the voice of the customer to the Product team
- Provide strategic advice to help drive product adoption and map solutions to existing customer workflows
- Celebrate customer wins when customers are realizing success through the use of LinkedIn’s products and solutions
- Act as a change agent for internal (systems & process) and external (product & workflow) change management
Basic Qualifications:
7+ years of experience in Consulting, Customer Success, Account Management, Customer Education/Training, Sales, Project Management, Talent Management
Preferred Qualifications:
- BS/BA degree from a 4-year college or university
- Recruiting, Learning, Human Capital Management, or other applicable experience
- Demonstrates an innate curiosity and growth mindset
- Strong verbal and written communication skills and technical aptitude
- Excellent organizational, project management, and change management skills
- Demonstrated experience in understanding and aligning to customer objectives, building relationships across multiple stakeholders, to drive value
- Experience analyzing data, trends, and client information to build actionable strategy and identify product or service growth opportunities
- Proficient in CRM (Dynamics) & Microsoft Office (Outlook, Excel, Word, and PowerPoint)
- Excellent interpersonal skills with the ability to build authentic business relationships and deal effectively with relational challenges as they come up
Suggested Skills
- Discovery
- Multithreading
- Drives Value
- Gains Commitment & Buy-in
- Applies Industry Knowledge
- Manages Stakeholders
- Change Management
- Business Acumen
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