Senior Gainsight Administrator

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 New York City, Chicago, Sunnyvale, or remote. 

At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers both hybrid and remote work options. This means you can 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, or you can work remotely from most locations within the country listed for this role.

LinkedIn Sales Solutions (LSS) Customer Success is looking for a motivated and experienced Program Manager to join our Customer Success Strategic Programs team. This role will be responsible for defining, launching and reporting on the impact of our Success Services within our Service Package offerings.  

This role will partner hand-in-hand with CS leadership to drive the strategy and execution for how our LSS Customer Success further defines and optimizes our Service Package offerings.  

You will build and manage a prioritized roadmap of Success Service enhancements for Sales Navigator Service Packages that will close offerings gaps existing today and bring the latest and greatest service offering innovations to Sales Navigator customers that ultimately help our customers achieve their business objectives.

You will collaborate with cross-functional teams, including Product Marketing, Sales, Services, Digital and of course subject matter experts within Customer Success Management, to define customer success service offerings use case.  This includes understanding our product roadmap, customer resonance to engagements playing  a vital role in representing the voice of the customer and CSMs, incorporating their feedback, and requirements into the enhancement roadmap of our Success Service offerings. 

• The successful candidate possesses a strong point of view of what a Customer Success business has in its service offerings to be successful and a vision for what they’ll need in the future to deliver customer value and drive Customer Success outcomes.

• This person should also have strong project management and business operational experience and be comfortable shaping and delivering programs at a global scale that require heavy change management and executive stakeholder buy in. 

• This individual should have a passion for building a strategy and rolling up their sleeves to deliver on the execution to bring it to life.

Responsibilities:   

• Define and manage the Success Services offer roadmap for Sales Solutions products, ensuring alignment with organizational goals and customer needs and impact

• Own requirements gathering process, working closely with customers, Sales, Product Management and Customer Success teams to understand needs and pain points.

• Develop and manage an ongoing feedback loop to represent the voice of the customer and field, consistently incorporating their feedback and requirements into the offer development and refinement process.

• Architect way to report on the success and impact of the Success Service offerings

• Identify key improvements needed for how to efficiently and effectively drive realized customer value and customer success outcomes via Success Service offerings

• Lead roll out internally and externally of new or enhanced Success Service engagements inclusive of content and enablement working closely with CS Leaders, Services, Enablement and PMM and Sales

• Prepare and deliver comprehensive initiative presentations for senior leadership, focusing on scope, timeline, progress and impact on recommendations for service offerings

• Build and maintain strong relationships with key stakeholders across various cross functional groups and Customer Success Leadership to ensure alignment and drive successful outcomes.

• Stay up-to-date with Customer Success  industry trends and offerings in the market to drive innovation and maintain a competitive edge.

Qualifications

Basic Qualifications:    

• 7+ years’ experience with Program Management or Management Consulting

• 5+ years’ experience in Enterprise SaaS Customer Success