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 our office, depending on what’s best for you and when it is important for your team to be together.
We are looking for a Manager, Customer Success to lead our Italian customer success team in retaining our customers by making them incredibly successful with our products and data. As a leader to this team, you will manage and grow a team of customer success professionals who are focused on a specific region of accounts. You will be responsible for the success of your team in delivering results for client adoption and engagement, satisfaction, and account retention. You will help your team prioritize effective strategies to help our customers become and feel successful. You will also be adept at inspiring team and talent as well as being a thought leader in your field.
Responsibilities:
Team and Talent
Manage a team of Customer Success Managers (individual contributors)
Attract, hire and retain great talent, and ensure they are successful by leveraging an #alwaysbecoaching mindset
Build and maintain a healthy pipeline of talent to attract for future roles in your team
Support other Customer Success teams in the region, and partner closely with their managers
Customer Centricity
Maintain and develop a deep understanding of our products and industry knowledge to be able to guide your team through difficult customer engagements
Participate directly in customer meetings when needed
Business Leadership
Be a champion of change. Lead by example, embracing change and inspiring those around you to join you on the journey
Coach your team to metrics to ensure achievement of activity and quality targets
Execute on department-level goals, including churn reduction, user adoption, support resolution, customer satisfaction and team growth/development
Identify opportunities which help evolve our post sales engagement model, including, but not limited to, the development of systems, tools, process and behaviours
Lead initiatives for the region and drive operational excellence with data and insights
Cross Functional Partnership
Partner closely with sales leadership for your segment and geography to align goals and incentives for the overall health of LinkedIn’s business
Be a key input, representing Customer Success, in global and regional programmes which span cross function and line of business
Basic Qualifications:
Fluent in English and Italian
3+ years of people management/leadership experience in a customer success/Recruitment or sales capacity
5+ years of customer facing experience, ideally in a SAAS business
Preferred Qualifications:
Experience in recruiting, learning and development or talent management
Strong knowledge of the Italian and EMEAL landscape, and how it fits into a global organisation
Experience working in global organizations, with a skill set to connect global strategy to regional impact
Experience implementing new processes, workflows or other large business initiatives within an organisation
Excellent communication, organizational, project management and time management skills
Experience analysing data and trends to identify product or service-growth opportunities
Expert knowledge of MS Office (Outlook, Word, PowerPoint and Excel)
Proficient in Microsoft Dynamics or other CRM tools
Project management certifications advantageous
Suggested Skills
Communication skills
Stakeholder Engagement
Project Management
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