Customer Success Manager - Sales Solutions

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

This role can be based in NYC, Chicago, Omaha, Carpinteria, SF, or Sunnyvale. 

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.

 LinkedIn’s Sales Solutions team is dedicated to changing the world of sales through the use of Sales Navigator, our flagship product that connects and builds mutually beneficial relationships between buyers and sellers.    

The Customer Success Manager is part of the LinkedIn Sales Solutions organization. The objective of this role is to drive adoption and engagement of our product, LinkedIn Sales Navigator within our customers and to help our solutions become a mission critical, irreplaceable part of our customers’ sales and business development processes. You will be responsible for rollout strategy, on-boarding training (onsite and webinars), project management and regular metrics reviews as well as consulting and best practice sharing sessions with customers.   

Responsibilities:   

• Commitment to personal journey with Diversity, Inclusion, and Belonging as this is a top priority for LinkedIn and many of its customers.       

• Partner with teams and execute solutions (sales, implementation, insights, etc.) drive overall customer adoption, enhance customer success, mitigate customer churn risk, and return on investment (ROI).    

• Act as a trusted advisor and provide ongoing consultation and leading practice recommendation to the book of business and their management to drive product adoption and help ensure they leverage the solution to achieve agreed upon operational priorities, leading to full business value and agreed success criteria.    

• Develops and helps customer drive change management principles and processes to support organizations transitioning to new processes, tools, or initiatives related to LinkedIn products and solutions.   

• Lead and maintain deep understanding of LinkedIn products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs.     

• Identify churn risk and maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success.    

• Interpret and analyze customer insights to drive behavior change in product and act as voice of customer to continuously improve our product, systems, and resources.     

• Align on customer’s business objectives and goals to build measurable success plan and set a cadence of communication to deliver ROI and operational reviews.     

• Share relevant data and insights that are impactful to customers and tie back to their success drivers through operational reviews to key customer stakeholders as well as Value Reviews.   

• Provide best practices to help drive user behavior and product adoption, and map solutions to existing customer workflows.      

• Manage and execute projects geared to drive adoption of new products and services with customers.     

• Track and document customer activity via system tools, ie. Dynamics.    

• Encourage customers to utilize appropriate LinkedIn resources to increase their utilization on the LinkedIn platform.   

• Travel may be required when travel guidelines safely allow for in-person visits, depending on location and territory.    

• Have knowledge of customer’s operating model and articulate how Linkedin Products add value to organizational goals.  

Qualifications

Basic Qualifications:  

• 3+ 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:  

• Recruiting or other applicable talent experience, or Learning, e-Learning, Organizat