Senior Customer Success Manager

LinkedIn; Bengaluru; Hybrid; INR 2,500,000 - 5,000,000; Full time

Job summary

LinkedIn is seeking a Senior Customer Success Manager (CSM) within the Talent Solutions organization. The role focuses on driving adoption of LinkedIn products within clients and making LinkedIn investment indispensable to their talent strategy.

You will partner with Account Managers to ensure customers achieve ROI, act as a project manager and talent advisor, and support onboarding for existing customers.

Qualifications

• 7+ years of experience in Consulting, Customer Success, Account Management, Customer Education/Training, Sales, Project Management, Talent Management.
• BS/BA degree from a 4-year college or university.
• Strong verbal and written communication skills and technical aptitude.
• Experience analyzing data, trends, and client information to build actionable strategy.

Responsibilities

• Partner with the account team on prioritized accounts to drive adoption, reduce churn, and achieve ROI.
• Set objectives with customers and create measurable success plans.
• Onboard and guide complex product implementations for existing customers.
• Document communications with accounts in the CRM and track progress.
• Provide strategic advice to map solutions to customer workflows and drive product adoption.

Skills

Discovery

Multithreading

Drives Value

Gains Commitment Buy-in

Applies Industry Knowledge

Manages Stakeholders

Change Management

Business Acumen

Education

Bachelor's degree

Tools

CRM Dynamics

Microsoft Office

Job description

LinkedIn is the world's largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We're also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that's built on trust, care, inclusion, and fun – where everyone can succeed.

Join us to transform the way the world works.

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.

TheSeniorCustomer 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'stalent acquisition strategy.

You willpartner closely withAccount Managersto ensure LinkedIn Customers achieve a significant return and feel successful with their LinkedIn investment. The CSM serves as a key project manager and talentadvisorto assigned accounts, to support effective onboarding and complex implementation of productsfor ourexisting customers.

Responsibilities

• Partner with the account teamon prioritized accountsin order todrive overall customer adoption, enhance customer success, and mitigate customer churn risk
• Agree on business objectives and goals withcustomersandbuild 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 andunderstanding 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 adeepunderstanding ofLinkedInproducts and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific businessneeds
• 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 successthrough the use ofLinkedIn’s products and solutions
• Act as a change agent for internal (systems & process) and external (product & workflow) changemanagement

Qualifications

Basic Qualifications:

7+ years ofexperience in Consulting,Customer Success, Account Management, Customer Education/Training,Sales, Project Management, Talent Management

Preferred Qualifications

• BS/BA degree from a4-yearcollege or university
• Recruiting,Learning, Human Capital Management, orother applicable experience
• Demonstrates an innate curiosity and growth mindset
• Strongverbal 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 interpersonalskillswith the ability to build authentic business relationships and deal effectivelywith 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

Additional Information

India Disability Policy

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

Global Data Privacy Notice and Compliance Posters for Job Candidates

Please use this link to access documents that provide information about how LinkedIn handles the personal data of employees and job applicants, as well as the E-Verify Participation Notice and the Department of Justice Immigrant and Employee Rights Section Right to Work posters: https://www.linkedin.com/legal/candidate-portal.

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