Customer Success Manager

  • Company: LinkedIn
  • Location: New York, New York
  • Posted: April 07, 2017
  • Reference ID: 1436985291
Senior Customer Success Manager (CSM) - Global Accounts - Relay
Location: Chicago or San Francisco
This Customer Success Manager partners closely with Relay Account Managers (RAMs) to ensure LinkedIn Customers achieve a significant return on and feel successful with their LinkedIn investment. The CSM serves as a key project manager to assigned accounts, to support effective onboarding and complex implementation of products, services and training to new and existing customers.
  • 20% travel required
  • Partner with the RAMs for assigned accounts to implement post sale strategies to ensure customer success.
  • Develop learning and education plans per needs of customer and based on guidance due to size of account, emphasizing our self-service Learning Library. When necessary, conduct end-user engagements to ensure their success.
  • Develop and execute account plans including shared goals and performance metrics in coordination with RAM.
  • Act as a trusted advisor to key customer stakeholders to drive product adoption and ensure they leverage the solution to achieve full business value
  • Analyze and develop strategies to increase account-level usage metrics
  • Maintain a 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
  • Review learning and education plans to ensure customers with low usage are provided with additional training/education to fully optimize usage of LinkedIn Products
  • Document all communication with users and accounts accurately and in a timely manner via system tools. Ensure that issues are escalated appropriately to appropriate internal departments and management
  • Provide support to assigned accounts on media campaigns, pilots and changes to the customer product mix.
Basic Qualifications:
  • 3+ years of Recruiting/Talent Acquisition experience
  • 2+ years Account Management or Project Management experience
  • BS/BA degree from a 4 year college or university
Preferred Qualifications:
  • At least 1 year in a Customer Success Manager or Senior Customer Success Manager role within LinkedIn Talent Solutions
  • Recruiting or other applicable talent experience (preferred)
  • Strong verbal and written communication skills and technical aptitude
  • Excellent organizational, project management, and time management skills
  • Experience analyzing data, trends and client information to identify product or service growth opportunities.
  • Proficient in Salesforce & Microsoft Office (Outlook, Excel, Word and Power Point)
  • Excellent interpersonal skill with ability to build authentic business relationships and deal effectively with relational challenges as they come up.

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