Senior Customer Success Manager (Fixed Term Contract - 12 months)

LinkedIn; Karnataka; Ibrido; INR 1.400.000 - 2.300.000; Tempo pieno

Descrizione del lavoro

LinkedIn is hiring a Customer Success Manager in a hybrid role, combining remote work with select office days in India. You will partner with sales and product teams to ensure customers achieve ROI from Sales Navigator, drive adoption, and manage a book of business across lifecycle events.

You will advocate for customers, help realize value, and mitigate churn while coordinating with stakeholders to drive product adoption and business outcomes.

Competenze

• 10+ years in Customer Success, Account Management, Consulting, or related fields.
• Experience analyzing data and client information to identify value.
• Strong leadership and communication skills for senior stakeholders.
• Experience with Salesforce or similar CRM and driving adoption.

Mansioni

• Serve as thought leader and advocate for customers across the book of business.
• Drive ROI realization and successful adoption of LinkedIn Sales Navigator.
• Partner with sales, implementation, and insights teams to drive adoption and reduce churn.
• Onboard customers effectively and guide ongoing engagement and value realization.
• Identify churn risk, track usage, and provide solutions to increase value.
• Develop measurable success plans and cadence of ROI reviews with stakeholders.
• Lead projects to drive adoption of new products and services.

Conoscenze

Customer Success

Account Management

Consulting

Product Training

Enablement

Project Management

Change Management

Data analysis

Leadership Stakeholders

Communication

Strumenti

Salesforce

Microsoft Excel

Descrizione del lavoro

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.

At LinkedIn, our approach to flexible work is centered 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, asdeterminedby the business needs of the team.
LinkedIn’s Sales Solutions team is dedicated to changing the world of sales by using Sales Navigator, our flagship product that connects and builds mutually beneficial relationships between buyers and sellers.
The Customer Success Manager (CSM) partners closely with their assigned sales partners to ensure LinkedIn Customers achieve a return on investment and drive successful adoption andengagement with their LinkedInSales Navigatorinvestment. As a CSM you will be tasked with:

• Serving as a Thought Leader, CustomerChampionand Advocate
• Helping Customers realize value from their investment
• Manage a book of business by prioritizing and delivering on key customer lifecycle events

The CSM will partner with various stakeholders within assigned customers, to ensure effective user and product onboarding and engagement on LinkedInSales Navigatorproduct.

Responsibilities:

• Commitment to personal journey withDiversity, Inclusion, and Belonging as this is atop priority for LinkedIn and many of itscustomers.
• Partner with teams and co-create solutions(ie. sales, implementation, insights, etc.) todrive overall customer adoption,enhancecustomer success, mitigate customerchurnrisk, and return on investment (ROI).
• Act as a trusted advisor andprovideongoingconsultation andleadingpracticerecommendation tothe book of businessandtheirmanagementto drive product adoptionandensure theyleveragethe solution toachieveagreedupon operational priorities,leading tofullbusinessvalueandagreedsuccesscriteria.
• Develops and helps customer drivechangemanagement principles andprocesses tosupport organizationstransitioning to newprocesses, tools, orinitiatives related toSalesNavigator.
• Teach and developdeepunderstandingofLinkedInproducts andindustry knowledge toeffectivelydrivegreater customer engagementon themostrelevant features/functionality fortheirspecificbusinessneeds.
• Identifychurn risk andmaintainhealthycustomer engagementlevels byidentifyinglowutilizationandproviding solutionsto furtherdrivecustomersuccess.
• Interpret and analyze customer insights todrive behavior changeinsolutionand act asvoice of customer toLinkedInProduct teamsto continuously improveourproduct, systems,andresources.
• Agree on businessobjectivesand goals asitrelates to LinkedIn product with customerstobuild measurable success plans, setcadence ofcommunication to deliver ROIand operationalreviews.
• Share relevant data and insights thatareimpactful to customers and tie back totheirsuccess drivers through operationalreviews tokey customer stakeholders as well as Value Reviews.
• Provide leading practices to help driveuserbehavior and adoption of product andmapsolutions to existingcustomerworkflows.
• Manage and execute projects geared todriveadoptionof new products andserviceswithcustomers.
• Track anddocumentcustomeractivityviasystemtools,ie.Salesforce.
• Develops, executes, and inspires peers tohelpachieve professional development tomeetinternal needs by providing trainingandguidance.
• Continually work to evolve andimproveCustomer Success discipline withinand acrossCustomer SuccessOrganization.
• Travel isrequiredwhen travelguidelines safely allow for in-person visits,depending on location and territory.

Basic Qualifications:

• 10+ years of experience in any of the following:Customer Success, AccountManagement/Sales, Consulting, ProductTraining and Enablement, ProjectManagement, or Change Management

Preferred Qualifications:

• Experience analyzing data, trends, and clientinformation toidentifyproduct or growthopportunities in service of customer value
• Advanced understanding Software pre-salesand/or sales effectiveness, Business Acumen / commercial skills
• Experience managing client accounts with highrevenue impact
• Experience partnering with C-level/Director/LeadershipStakeholders,strongnetworkingand multithreading skills
• Excellent verbal and written communication skills,includingexpertisein presenting to both small andlarge audiences
• Strong consultative skills
• Ambitious and driven, thriving in fast-paced anddemanding environment
• Teamwork mentality and willingness toassistwherever needed
• Strong Microsoft Office capabilities: Excel, Word,Outlook, and PowerPoint
• Proven ability to influence through empathy,negotiation, and consensus building

Suggested Skills:

• Strong Discovery
• Collaboration and project management
• Prioritization and effective time management

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.