Sr. Customer Success Manager, Talent Solutions

About the role

This role is open to candidates in Sunnyvale or San Francisco. The work location is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by business needs.

Responsibilities

• Advance personal journey with Diversity, Inclusion, and Belonging as a top priority for LinkedIn and 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 end users and their management to drive product adoption and ensure they leverage the solution to achieve agreed-upon operational priorities, leading to full business value.
• Utilize client usage and industry metrics to derive insights and use these to drive greater customer engagement and adoption.
• Analyze current customer engagement metrics and leverage the Learning Center to provide new and ongoing product education options.
• Track and record customer activity in systems of record (e.g., Dynamics) in a timely manner.
• Identify churn risk and maintain healthy customer engagement levels by addressing low utilization and providing solutions to drive customer success.
• Maintain a deep understanding of LinkedIn products to effectively guide customers on best practices.
• Interpret customer insights to drive change in product and act as the voice of the customer to LinkedIn Product teams.
• Expedite technical and purchase-related escalations.
• While this role does not own a quota for renewal or growth, you are accountable for the success of the partnership as measured through depth, frequency, and quality of executive engagements, delivery of ROI as validated by the customer, and growth opportunities identified.
• Minimum travel may be required.

Qualifications

Basic Qualifications:

• 5+ 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 in recruiting, talent, learning, e-Learning, Organizational L&D, sales, account management, product enablement, and/or sales effectiveness.
• Fundamental interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges.
• Fundamental 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.
• Strong verbal and written communication skills, including expertise in presenting to both small and large audiences.
• Fundamental understanding of Sales concepts and Software as a Service.
• Bachelor's degree or equivalent practical experience.

Skills

• Customer Success
• Account Management
• Project Management

Pay

The pay range for this role is $97,000 to $156,000. Actual compensation packages are based on several factors unique to each candidate, including skill set, depth of experience, certifications, and specific work location. The total compensation package may also include annual performance bonus, stock, benefits, and/or other applicable incentive compensation plans.