LinkedIn Senior Customer Success Manager - Global Accounts in Dublin, Ireland
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The Customer Success Manager (CSM) is part of the LinkedIn Talent Solutions organization. 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 Global Account Managers (GAMs) to ensure LinkedIn Customers achieve a significant return on and feel successful with their LinkedIn investment. The CSM serves as a key project manager to assigned accounts, to support effective onboarding and complex implementation of products, services and training to new and existing customers.
Partner with the Global Account Managers for assigned accounts to introduce and establish relationship with new customer, focusing on implementation plan of products in order to drive overall customer adoption and expedite technical, or purchase-related escalations
Develop learning and education plans per needs of customer and based on guidance due to size of account, emphasizing our self-service Learning Library. When necessary, conduct end-user onboarding within first 90 days for new customers or purchase of new products within assigned accounts
Develop and execute success plans including shared goals and performance metrics in coordination with the Global Account Manager.
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
Track customer activity to identify churn risk and work proactively with GAMs to address/eliminate that risk, while simultaneously identifying upsell opportunities when applicable
Analyze and develop strategies to increase account-level usage metrics
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
Review learning and education plans to ensure customers with low usage are provided with additional training/education to fully optimize usage of LinkedIn Products
Document all communication with users and accounts accurately and in a timely manner via system tools. Ensure that issues are escalated appropriately to appropriate internal departments and management
Renewal & Upsell:
Provide support to assigned accounts on media campaigns, pilots and changes to the customer product mix. Primary focus is Global/strategic accounts
Mitigate churn by creating custom plans for accounts at risk; partner with GAM on mitigation strategies including attendance at Quarterly Business Reviews where necessary
BA/BS degree in business or related field
5+ year’s relevant experience in Consultancy, Talent/project or account management
Excellent project and change management capability. Past experience driving project from discovery and design through 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 insight from data and build actionable strategy based on analysis
Influential verbal and written communication skills and technical aptitude
Experience with webinar software and Salesforce.com strongly preferred