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.
This role will be based in Sunnyvale, San Francisco, New York City, or Chicago.
As the trusted Technical Account Manager (TAM) to LinkedIn Learning customers, you will be responsible for driving resolution of large enterprise client issues, pain points and help mitigate risk for strategic accounts. As the primary customer contact you will manage cross functional corporate resources to facilitate client technical and product concerns, communicate priorities, and provide status updates for client escalations. Projects will focus on problem resolution and include symptom identification, problem investigation, root cause determination and documenting and executing corrective action plans.
Relationships matter to us. We are looking for individuals who can add to the magic of our team while driving a massive impact on our business. Let us know if you are a fit.
Responsibilities:
Act as a leader to cross functional teams that include Sales, Customer Success Managers, Technical Consultants, Customer Service, Product Management and Engineering to monitor customer issues and deliver integration and service projects
Represent the client’s technical and functional needs, and influence LinkedIn product marketing to understand and address these requirements in their product road maps
Manage & lead the service reviews (monthly, quarterly, etc) with the client’s technology and business representatives for respective account(s) and proposes quantifiable service improvement plans
Manage gathering and prioritizing technical requirements and proposing feasible solutions for client projects with respect to technical product features/custom integrations/ implementations and manage through delivery with high customer satisfaction
Lead & manage relationships with the Technical Consultants to ensure a strong understanding of large complex integrations & system changes and product trends
Own efforts of corporate resources, setting priorities, tracking deliverables and resolving schedule and resource conflicts
Lead regular internal and customer-facing meetings and act as conduit for customer feedback and status updates
Lead new hires and consultants on the TC team, acting as a mentor & leader within the group
Position and delivery of professional services (TAM as a service) for new business and at renewal of existing accounts
Basic Qualifications:
8+ years of customer facing experience in a Technical Account Manager role and/or 8+ years of experience working as a technical project manager
5+ years’ of technical project management experience
5+ years’ customer requirement and impact analysis including documentation and client and internal communication
Bachelor’s Degree or equivalent experience
Preferred Qualifications:
Project Management experience or PMP certification with proven project management capabilities and stakeholder management
A good understanding of Learning Management Systems and how they integrate with Learning experience platform and content delivery
Highly preferred experience working with Applicant Tracking Systems (ATS) like Workday and Oracle, and how they integrate with Hiring platforms
Experience and/or Familiarity with Single Sign-On, xAPI, REST APIs, SQL, Learning Record Store, and Learning Experience platforms
Keen attention to detail and the ability to prioritize and manage multiple customer projects at once.
Knowledge and prior use of case management and collaboration tools like SFDC, Dynamics, Jira or Confluence.
Knowledge and prior experience in query tools
Solid presentation skills for both technical and business audiences, particularly with senior executives and complex customers
Suggested Skills:
Project Management
Time Management
Technical Account Management
Consulting
LinkedIn is committed to fair and equitable compensation practices.
The pay range for this role is $133,000 - $198,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.
The total compensation package for this position may also include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans. For more information, visit https://careers.linkedin.com/benefits.
Equal Opportunity Statement
LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: EEO Statement_2020 - Signed.pdf.
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https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.
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