As part of the LinkedIn Learning Solutions team, the Senior Customer Success Manager (CSM) works with our customers to help them maximise the value from LinkedIn Learning, in other words – we help them be successful with the platform they have purchased! It’s an exciting role as you have the opportunity to work with customers through every stage of their journey and act as a consultant to share best practices for embedding LinkedIn Learning into their L&D strategy. You will also act as a voice of the customer to our internal teams to ensure customer ideas and feedback are part of our ongoing development strategy for the product. This role will focus on DACH & France headquartered Enterprise and Large Enterprise clients.
Responsibilities:
Deliver Customer Value through ensuring our customers are successful with LinkedIn Learning in terms of adoption, usage and engagement
Build relationships with customers and internal partners to ensure customers maximise the value from LinkedIn Learning
Develop customer ‘Success Plans’ to guide the roll out of LinkedIn Learning to utilise the product to its full capability
Provide ongoing consultation and best practice recommendations to ensure customers continue to meet agreed success criteria
Maintain a deep understanding of LinkedIn products and industry knowledge to effectively guide customers on best practices
Achieve quarterly goals related to customer license activation and learner engagement on the LinkedIn Learning platform
Proactively forecast churn risk & develop mitigation plans to minimise churn within your customer base
Leverage one-to-many activities to deliver customer value at scale
Provide input and ideas to internal teams to continuously improve our product, systems and resources
Track and record customer activity in a timely manner in systems of record, i.e. Salesforce
Support your colleagues and team by helping to foster a sense of inclusion and belonging and always striving to exhibit LinkedIn’s culture and values.
Basic Qualifications:
5+ years of experience in any of these areas: Customer Success, Learning & Development, Product Adoption, Change Management, Account Management, Customer Training, Business Transformation, Project Management.
Fluency in German, English & French
Preferred Qualifications:
Familiar with the learning industry
Understanding basic sales concepts and collaboration with sales partners
Experience analysing data, trends and client information to identify product or service growth opportunities
Excellent interpersonal skills with ability to build authentic business relationships and deal effectively with relational challenges
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