At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on what’s best for you and when it is important for your team to be together.
The Manager, Customer Success Implementation Team looks after an APAC team of Implementation Consultants who deliver post-sale enterprise implementations for LinkedIn Talent Solutions products and programs. This team is part of the Global Services Organisation and is aligned to other regional implementation teams around the world. This APAC team is focused on both Hiring and Learning Solutions, with a team supporting Hiring Enterprise Program (HEP), LinkedIn Talent Insights (LTI), Talent Hub, Talent Enterprise Program (TEP), Learning Enterprise Program (LEP) and LiL Hub Integrations.
In this role, you will work closely with Sales, Customer Success, Technical Consultants and service delivery teams across LinkedIn. In addition to managing customer success and implementation services, you will also have responsibility for ensuring our customers have a best-in-class experience by driving ROI and anchoring on customer value.
This role will be responsible for developing new techniques to drive customer success at scale. We are looking for an experienced manager with a strong leadership philosophy, experience with change management, the ability to lead with data-driven decision making and an inspiring adherence to LinkedIn’s culture and values. In this role, you will help transform and evolve our customer experience, our internal processes, our Global Services Team community and our approach to diversity, inclusion and belonging.
Responsibilities
- Manage a team of 6-10 Customer Success Implementation Consultants in delivering implementation, project/change management and other post-sale services
- Provide the team with thought leadership, coaching, conducting one-on-ones and performance appraisals
- Build a strong team through both external hiring and internal talent/skill development
- Partner closely with regional and global cross-functional leaders in prioritising key initiatives to maximise customer success and support sales goals
- Drive key customer engagements and becomes a go-to leader for executive conversations
- Contribute to product feedback and improvement initiatives through participation in internal advisory groups
- Partner with Customer Success leadership to ensure that global clients are supported throughout their implementation experience
- Utilise LinkedIn, client and other data to derive insights and use these to ensure that team goals related to implementation, account improvement and new product rollouts are tracked and achieved
Basic Qualifications
- 6+ years of experience in Customer Success and Implementation of SaaS products
- 4+ years of experience managing enterprise-level HR technology solutions
- 4+ years of experience creating, managing and developing a team
- 2+ years of experience with applicant tracking systems (ATS) and HRIS platforms
Preferred Qualifications
- Experience managing a team of at least 6-10 Implementation Consultants including conducting quarterly performance reviews and annual career development planning sessions
- Experience leading large scale global projects including managing full time contractors
- Proven track record of successful enterprise-level implementations across multiple APAC countries
- Experience in developing and executing recruitment strategies
- Bachelor's degree in HR, Business Administration, or related field
- Fluency in Tableau and Excel for data analysis and reporting
- Excellent organisation, project management and time management skills
- Strong communication and presentation skills, with the ability to conduct workshops and training sessions
- Ambitious and driven, thriving in a fast-paced and demanding environment
- Strong ability to derive insights from data and build actionable strategies based on analysis
Suggested Skills
- Management
- Communication
- Collaboration
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