Customer Success Transformation Program 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

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.

The LinkedIn Sales Solutions Customer Success mission is to deliver customer delight and value at scale. The Customer Success team is the trusted partner of our customers and needs to be equipped with the right resources and knowledge to guide customers on how to get the most value out of Sales Navigator. 

Job Description:

LinkedIn Sales Solutions (LSS) Customer Success  is looking for a Program Manager to support the evolution of how the LSS Customer Success Organization operates.  This role will partner hand-in-hand with CS leadership to drive the strategy and execution for how our LSS Customer Success operationally ‘runs the business’.   

• The successful candidate possesses a strong point of view of what a Customer Success business both needs to be successful and more effective today and a vision for what they’ll need in the future to deliver customer value.   
• 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. 
• They should possess the magical combination of technical, relational, and strategic skills as well as a strong understanding of the operations required to deliver exceptional customer success outcomes efficiently and effectively.
• This individual should have a passion for building efficient processes and workflows that meet business needs and using data to drive decision making. 

Responsibilities:   

• Identify key improvements needed for how to efficiently and effectively drive customer success outcomes 
• Lead the roll out and enhancement of programs critical to CSMs and Customer Success leaders day to day work
• Develop and optimize methodologies for Customer Success in support of the operating priorities of the organization 
• Document and maintain existing state process flows, identifying improvement opportunities, building the case for change, and participating in execution and assessment as necessary  
• Build consensus with XF stakeholders to facilitate change through data driven assessments 
• Act as the voice of Customer Success leaders in all CS and XF initiatives 
• Represent and advocate for the CS use case for all system and reporting requirements   
• Prepare and deliver comprehensive initiative presentations for senior leadership, focusing on scope, timeline, overall ROI on key transformation projects with comprehensive PM skills 

Qualifications

Basic Qualifications:    

• 7+ years’ experience with Program Management or Management Consulting
• 5+ years’ experience in Enterprise SaaS Customer Success 
•  Experience executing programs and change at a global scale   

Preferred Qualifications:  

• Experience leading change within a cross functional global business environment   
• Strong written, verbal communication skills   
• Strong organizational skills and attention to detail   
• Cross functional collaboration and negotiation skills  

Sugessted Skills:

• Customer Success
• Program Management 
• Change Management 

LinkedIn is committed to fair and equitable compensation practices.  

The pay range for this role is $107,000-$175,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.  

The total compensation package for this position may also include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans. For more information, visit https://careers.linkedin.com/ben