Manager, Customer Success Enterprise

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

At LinkedIn, our approach to flexible work is centered on trust and optimized for culture, connection, clarity and the evolving needs of our business. The work location of this role is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team. 

LinkedIn Sales Solutions 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.

As a people manager in our North America Customer Success organization, you will lead a team of CSMs (Customer Success Managers) focused on maximizing benefit for our customers following their investment in LinkedIn Sales Navigator.  We’re changing the world of sales with our vision to ‘elevate the sales profession.’  Are you ready to join us?

Individuals with a passion for customer success; who are great at building relationships with customers and internal stakeholders; and understand the importance of prioritizing talent will succeed in this role. We are looking for candidates who demand excellence of themselves every day, who are great communicators in one-on-one and large group settings, and are passionate about making a positive impact on our industry.

Responsibilities:

• Manage a team of 7-10 CSMs in delivering customer education, project management and other services to LinkedIn Sales Solutions customers.
• Coach and develop your CSMs toward delivering on KPIs in onboarding, product adoption, education, project management, customer satisfaction and value engineering

• Provide the team with thought leadership, coaching, conducting one-on-ones and performance appraisals.
• Partner with C and C-1 executives at your highest-value customers to strengthen and deepen their relationship with LinkedIn, and provide escalation support when needed
• Build a strong customer success team through both external hiring and internal talent/skill development.
• Partner closely with regional sales leaders in prioritizing key initiatives to maximize customer success and support sales goals.
• Partner with CS leaders globally to ensure that accounts with global presence are supported for consistent and stellar customer experience.

• Participate in, and/or identify, design, and deliver cross-functional projects that support strategic improvements in scaled processes, services, and systems to enable the team to exceed goals and spend more time with customers
• Utilize LinkedIn, customer and other data to derive insights and use these to ensure that team goals related to implementation, account improvement, and new product roll-outs are tracked and achieved.
• Ability to travel up to 25%.

Qualifications

 Basic Qualifications:

• 7+ years of customer success, sales, program management or consulting experience.
• 1+ years of people management experience
• Experience working with enterprise-level customers

 Preferred Qualifications:

• Strong interpersonal and communication skills as well as attention to detail.
• Teamwork mentality and willingness to assist wherever needed.
• Excellent organization, project management and time management skills.

• Strong ability to derive insight from data and build actionable strategy based on analysis.
• Ambitious and driven, thriving in fast-paced and demanding environment.
• Experience with webinar software and Salesforce.com.
• Microsoft Office capabilities: Excel, Word, Outlook, and PowerPoint 

Suggested Skills:   

• Relationship-building   
• Ability to coach and mentor   
• Communication: Active Listening, Written & Verbal  
• Decisiveness: Problem Solving & Expectation Setting 

LinkedIn is committed to fair and equitable compensation practices. 

The pay range for this role is $115,000 to $186,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limite