At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers both hybrid and remote work options. This means you can 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, or you can work remotely from most locations within the country listed for this role.
LinkedIn is looking for a Program Manager to support the ongoing evolution of our Digital Customer Success initiatives with a particular focus on coordinated strategy for key GTM initiatives including new product launches and priority feature updates with the objective of enabling product adoption with self-serve and digital resources and achieving fully orchestrated digital customer success experiences. The successful candidate will be a natural relationship builder with great communication skills and will be effective in working cross-functionally to shape and deliver projects or programs globally across multiple stakeholder groups.
The successful candidate will partner internally within the global Scaled Solutions Organization and with cross-functional teams, including Customer Success & Services, Product, Marketing, Operations and Sales. They will drive alignment among internal stakeholders to achieve shared goals, enhance current programs, and project manage the rollout of new or updated digital customer success strategies.
Ideal candidates will also have experience promoting a culture of diversity, inclusion, and belonging.
Key Responsibilities:
Build relationships with key stakeholders and senior leaders across Scaled Solutions, Customer Success and other key functions to facilitate collaboration and alignment.
Partner with stakeholders and cross-functional partners to align on priority initiatives, build coordinated recommendations, and develop & implement self-serve & digital cs strategies and experiences to improve account health, drive adoption, retention and growth.
Audit current state Digital CS experiences tied to priority product launches, updates and/or GTM initiatives and identify gaps, duplications, issues or opportunities.
Collaborate with specialist self-serve, scaled success and/or marketing teams on required updates or changes to ensure fully orchestrated digital cs experiences.
Monitor performance and track the effectiveness of Digital CS strategies and/or programs anchored on business priorities, proactively identifying and prioritizing opportunities for enhancement and building alignment across stakeholders.
Partner across specialist teams, stakeholders and/or leaders to build and deliver effective internal communication plans that address different stakeholder needs, leveraging relevant channels and formats to deliver key messages, and to drive reinforcement, change management and/or enablement across key audiences.
Create, update and maintain internal materials, resources, playbooks and/or sites for key Scaled Solutions, CS&S and/or Sales teams and stakeholder audiences.
Develop and execute project plans, including determining and aligning scope, resource needs, deliverables, timelines, and results. Provide regular updates to stakeholders on project progress, risks and results, actively managing stakeholder expectations throughout the project lifecycle.
Develop and maintain a comprehensive understanding of the competitive landscape and market trends to inform the evolution of self-serve and digital cs strategies and programs.
Foster a culture of collaboration and teamwork within the organization and across functions, champion the customer experience and drive accountability for customer outcomes across all functions.
Anchor on Digital Customer Success Strategies and LinkedIn Vision to help shape and evolve customer programs and experiences.
Basic Qualifications:
BS/BA or equivalent degree required
5+ years’ experience with Program Management, Product Management, Operations, Customer Success, Management Consulting, Business Analysis, or Customer Marketing
Preferred Qualifications:
Experience executing programs on a global scale
Experience leading change within a cross-functional business environment
Prior management consulting experience
Experience in gathering business insights, and identifying trends from data from multiple sources
Prior work experience in a Voice of Customer/User role a plus
Strong written, and verbal communication skills
Strong organizational skills and attention to detail
Cross-functional collaboration and negotiation skills
Suggested Skills:
LinkedIn is committed to fair and equitable compensation practices.
The pay range for this role is $91,000 to $148,000. 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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