Principal Technical Account Manager

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

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.

This role will be based in Sunnyvale, San Francisco, New York City, or Chicago.

As the trusted Technical Account Manager (TAM) to LinkedIn Learning customers, you will be responsible for driving resolution of large enterprise client issues, pain points and help mitigate risk for strategic accounts. As the primary customer contact you will manage cross functional corporate resources to facilitate client technical and product concerns, communicate priorities, and provide status updates for client escalations. Projects will  focus on problem resolution and include symptom identification, problem investigation, root cause determination and documenting and executing corrective action plans.  

Relationships matter to us. We are looking for individuals who can add to the magic of our team while driving a massive impact on our business. Let us know if you are a fit.  

Responsibilities:   

• Act as a leader to cross functional teams that include Sales, Customer Success Managers, Technical Consultants, Customer Service, Product Management and Engineering to monitor customer issues and deliver integration and service projects

• Represent the client’s technical and functional needs, and influence LinkedIn product marketing to understand and address these requirements in their product road maps  

• Manage & lead the service reviews (monthly, quarterly, etc) with the client’s technology and business representatives for respective account(s) and proposes quantifiable service improvement plans   

• Manage gathering and prioritizing technical requirements and proposing feasible solutions for  client projects with respect to technical product features/custom integrations/ implementations and manage through delivery with high customer satisfaction 

• Lead & manage relationships with the Technical Consultants to ensure a strong understanding of large complex integrations  & system changes and product trends

• Own efforts of corporate resources, setting priorities, tracking deliverables and resolving schedule and resource conflicts  

• Lead regular internal and customer-facing meetings and act as conduit for customer feedback and status updates  

• Lead new hires and consultants on the TC team, acting as a mentor & leader within the group  

• Position and delivery of professional services (TAM as a service) for new business and at renewal of existing accounts

Qualifications

Basic Qualifications:  

• 8+ years of customer facing experience in a Technical Account Manager role and/or 8+ years of experience working as a technical project manager 

• 5+ years’ of technical project management experience 

• 5+ years’  customer requirement and impact analysis including documentation and client and internal communication

• Bachelor’s Degree or equivalent experience  

Preferred Qualifications: 

• Project Management experience or PMP certification with proven project management capabilities and stakeholder management 

• A good understanding of Learning Management Systems and how they integrate with Learning experience platform and content delivery

• Highly preferred experience working with Applicant Tracking Systems (ATS) like Workday and Oracle, and how they integrate with Hiring platforms

• Experience and/or Familiarity with Single Sign-On, xAPI, REST APIs, SQL, Learning Record Store, and Learning Experience platforms 

• Keen attention to detail and the ability to prioritize and manage multiple customer projects at once. 

• Knowledge and prior use of case management and collaboration tools like SFDC, Dynamics, Jira or Confluence. 

• Knowledge and prior experience in query tools

•  Solid  presentation skills for both technical and business audiences, par