Company Description

LinkedIn is the world’s largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We’re also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that’s built on trust, care, inclusion, and fun – where everyone can succeed.

Join us to transform the way the world works.

Job Description

The Customer Success Manager (CSM) partners closely with their assigned sales partners to ensure LinkedIn Customers achieve a significant return on investment (ROI) and drive business success with their LinkedIn Hiring Solutions investment.  

As a CSM you will be tasked with:   

Serving as a Customer Champion and Advocate  
Helping Customers realize value from their investment  
Partnering on customer retention and expansion.

The CSM will partner with various stakeholders within a Staffing book of business, to ensure effective user and product onboarding and engagement on LinkedIn Hiring products and solutions. 

 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.

Responsibilities Include:    

Advance personal journey with Diversity, Inclusion, and Belonging as this is a top priority for LinkedIn and many of its customers   
Partner with sales counterparts on prioritized customers to drive overall customer adoption, enhance customer success, and mitigate customer churn risk  
Act as a trusted advisor to customers to drive product adoption and ensure they leverage the solution to achieve agreed upon operational priorities, leading to full business value  
Agree on business objectives and goals with customers to build measurable success plans, set cadence of communication to deliver ROI and operational reviews.  
Develop new and innovative ways to share relevant data and insights that are impactful to customers and ties back to their success drivers through operational reviews to key customer stakeholders as well as Strategic Business Reviews  
Analyze current customer engagement metrics and leverage the Learning Center to provide new and ongoing product education options. 
Provide best practices to help drive user behavior and product adoption, and map Hiring solutions to existing customer workflows  
Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success  
Maintain an understanding of Hiring products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs  
Interpret customer insights to drive change in product and act as voice of customer to LinkedIn Product teams  
Expedite technical and purchase-related escalations.  
Document all communication with customers accurately and in a timely manner via system tools. 
Up to 15% travel may be required when travel guidelines safely allow for in-person visits, depending on location and territory

Qualifications

Basic Qualifications:    

2+ years of experience in any of the following: Customer Success, Account Management/Sales, Consulting, Product Training and Enablement, Project Management, or Change Management

Preferred Qualifications:  

Experience working with staffing customers
Proficient interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges 
Proficient organization, project management, and time management skills   
Experience analyzing data, trends, and client information to identify product or growth opportunities in service of customer value 
Influential verbal and written communication skills, including expertise in presenting to both small and large audiences 
Proficient understanding of Sales concepts and Software as a Service 
Bachelor's degree or equivalent practical experience

Suggested Skills:

Stakeholder Management 
Account Management
Data Analysis

Additional Information

Global Data Privacy Notice for Job Candidates

Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.

Global Data Privacy Notice for Job Candidates
This document provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://lnkd.in/GlobalDataPrivacyNotice

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