Senior Customer Success Manager, Talent Solutions (12m FTC)

At LinkedIn, our approach to flexible work is centred on trust and optimised for culture, connection, clarity and the evolving needs of our business. The work location of this role is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team.

The Customer Success Manager (CSM) is part of the LinkedIn Talent Solutions organisation. The objective of this role is to drive adoption of our products within our clients and to help our solutions become a mission critical, irreplaceable part of our clients’ sourcing process.  

You will partner closely with our Corporate Enterprise sales team to ensure LinkedIn customers achieve a significant return on and feel successful with their LinkedIn investment. The CSM serves as a key success partner to assigned accounts, to support effective onboarding and complex implementation of products and services to new and existing customers. 

Responsibilities

• Develop a territory plan to identify churn risk and opportunities for growth
• Partner with sales for assigned accounts to establish or build relationships with customers, focusing on the development and implementation of success plans to drive overall customer adoption
• Analyse and develop strategies to increase account-level usage metrics
• Act as a trusted advisor to key customer stakeholders and executive sponsors to drive product adoption and ensure they leverage the solution to achieve full business value 
• Lead quarterly Success Reviews with customers and provide input to quarterly Value Reviews where applicable
• Develop education plans to ensure customers with low usage are provided with resources from our scaled education assets, to fully optimise usage of LinkedIn Products, emphasising our self-service Learning Library 
• Maintain a deep understanding of LinkedIn products and industry knowledge to effectively drive change management and greater customer engagement on the most relevant features/functionality for their specific business needs 
• Partner with cross functional teams (LTIC’s, TC’s, IC’s, Insights) where and when required to optimise the customer’s solution and derive greater value from our products
• Document all communication with users and accounts accurately and in a timely manner via system tools
• Ensure that issues are escalated appropriately to internal departments and management

Basic Qualifications 

• 6+ year's experience in Customer Success, Consultancy, Product Adoption, Change Management, Account Management, Customer Training, Business Transformation

Preferred Qualifications

• Past experience driving projects from discovery and design through to delivery and completion 
• Demonstrated ability to drive transformation of recruiting and talent practices strategy in complex and scaled enterprises through application of technology and project management 
• Strong ability to derive insights from data and build actionable strategy based on analysis
• Influential verbal and written communication skills and technical aptitude
• Change management experience advantageous
• Experience with webinar software and Microsoft Dynamics/Salesforce strongly preferred 

Suggested Skills

• Communication
• Collaboration
• Project Management

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