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Senior Customer Success Manager, Global Accounts, Talent Solutions - San Francisco, CA #5338216


Company: LinkedIn

Date: 08/11/2018

Category: Telecommunications Services

City: San Francisco, CA

Senior Customer Success Manager (CSM) – Global Accounts, Talent Solutions


The Senior Customer Success Manager (CSM) partners closely with the Global Customer Success Team Leader and the Global Account Manager to ensure LinkedIn Talent Solutions customers achieve a significant return on investment while driving business success within their LinkedIn investment.


The Senior CSM will drive engagement with stakeholders and end-users within their assigned account, and they will ensure effective new user and product onboarding and maximize usage of products and solutions.


Responsibilities


  • Partner with the Global Customer Success Team Leader to execute on the operational and product utilization related goals of the customer by driving overall customer adoption, enhance customer success, and mitigate customer churn risk.


  • Develop customer education, on-boarding, and implementation plans to provide user-focused training, onboarding, and engagement.


  • Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success.


  • Identify and provide product education and ongoing onboarding needs through analysis of engagement metrics and drive best practice usage of the Learning Center.


  • Expedite technical and purchase-related escalations.


  • Partner with Global Account team group, including international colleagues, to deliver on global client objectives and provide a world-class consultative partnerships.


  • Act as a trusted advisor to customer stakeholders and drive product adoption. Ensure that the customer uses the solution to achieve agreed operational priorities, leading to full business value.


  • Maintain an understanding of LinkedIn products, industry knowledge, and staffing trends to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs.


  • Host regional and segment specific webinar series for end-users to ensure customers are provided with additional education to fully optimize usage of LinkedIn Products.


  • Document all communication with users and accounts accurately and in a timely manner via system tools.


  • Interpret customer insights to drive change in product and act as voice of customer to the Product Marketing and Product teams.


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


  • Manage regional and global programs in partnership with the account team and customer.


  • Work with the customer account team to prepare customer-facing white papers and quarterly business reviews.


  • Celebrate customer wins when customers are using the product well.

Basic Qualifications:


  • 6+ years of Customer Success, Account Management, Training, Consulting, and/or Talent Management / Recruiting experience

Preferred Qualifications:


  • BS/BA degree from a 4 year college or university


  • Recruiting or other applicable talent experience


  • Strong verbal and written communication skills and technical aptitude


  • Excellent organizational, project management, program 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 PowerPoint)


  • Excellent interpersonal skill with ability to build authentic business relationships and deal effectively with relational challenges as they come up



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