This role will be based in New York City, Chicago, Sunnyvale, or remote.
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 Sales Solutions (LSS) Customer Success is looking for a motivated and experienced Program Manager to join our Customer Success Strategic Programs team. This role will be responsible for defining, launching and reporting on the impact of our Success Services within our Service Package offerings.
This role will partner hand-in-hand with CS leadership to drive the strategy and execution for how our LSS Customer Success further defines and optimizes our Service Package offerings.
You will build and manage a prioritized roadmap of Success Service enhancements for Sales Navigator Service Packages that will close offerings gaps existing today and bring the latest and greatest service offering innovations to Sales Navigator customers that ultimately help our customers achieve their business objectives.
You will collaborate with cross-functional teams, including Product Marketing, Sales, Services, Digital and of course subject matter experts within Customer Success Management, to define customer success service offerings use case. This includes understanding our product roadmap, customer resonance to engagements playing a vital role in representing the voice of the customer and CSMs, incorporating their feedback, and requirements into the enhancement roadmap of our Success Service offerings.
The successful candidate possesses a strong point of view of what a Customer Success business has in its service offerings to be successful and a vision for what they’ll need in the future to deliver customer value and drive Customer Success outcomes.
This person should also have strong project management and business operational experience and be comfortable shaping and delivering programs at a global scale that require heavy change management and executive stakeholder buy in.
This individual should have a passion for building a strategy and rolling up their sleeves to deliver on the execution to bring it to life.
Responsibilities:
Define and manage the Success Services offer roadmap for Sales Solutions products, ensuring alignment with organizational goals and customer needs and impact
Own requirements gathering process, working closely with customers, Sales, Product Management and Customer Success teams to understand needs and pain points.
Develop and manage an ongoing feedback loop to represent the voice of the customer and field, consistently incorporating their feedback and requirements into the offer development and refinement process.
Architect way to report on the success and impact of the Success Service offerings
Identify key improvements needed for how to efficiently and effectively drive realized customer value and customer success outcomes via Success Service offerings
Lead roll out internally and externally of new or enhanced Success Service engagements inclusive of content and enablement working closely with CS Leaders, Services, Enablement and PMM and Sales
Prepare and deliver comprehensive initiative presentations for senior leadership, focusing on scope, timeline, progress and impact on recommendations for service offerings
Build and maintain strong relationships with key stakeholders across various cross functional groups and Customer Success Leadership to ensure alignment and drive successful outcomes.
Stay up-to-date with Customer Success industry trends and offerings in the market to drive innovation and maintain a competitive edge.
Basic Qualifications:
7+ years’ experience with Program Management or Management Consulting
5+ years’ experience in Enterprise SaaS Customer Success
2+ years with Customer Success service offerings and or GTM packages
Experience executing programs and change at a global scale
Preferred Qualifications:
Experience leading change within a cross functional global business environment
Strong written, 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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