Customer Success Strategy & Operations Manager, Linkedin 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.

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.

Our Sales Operations organization is responsible for building the ultimate go-to-market engine to connect our solutions with customer needs at scale. As a Customer Success Strategy & Operations Manager leading a team focused on our CS Global Programs, you will be an advisor to Senior Customer Success Executives to help crack the most important strategic and operational issues facing the customer success organization. This manager will also be responsible for leading, executing and scaling operational and planning processes (e.g., customer segmentation, headcount, territory planning, service levels, productivity improvements, team restructuring) while also driving the ongoing operational rhythm of the business. In this role, you will work to derive insights from LinkedIn’s customer, product, and sales data, and help to ensure efficient and effective operations.

The ideal candidate will have exceptional analytical and problem-solving skills, be passionate about their work, detail-orientated, and be comfortable interacting with all levels and functions within an organization. They will ideally drive towards simple scalable solutions to challenging problems, have excellent project management skills and be able to communicate complex analysis & solutions in a concise, easy-to-understand way. The ideal candidate will be able to handle highly sensitive, confidential, and non-routine information supporting a rapidly changing organization. We're seeking a self-starter who can recognize where processes can be improved and who will take the initiative to improve them.

Core Responsibilities:

• Operational excellence: Lead operational processes and drive improvements in CS productivity or efficiency of the customer success organization
• Stakeholder management: Establish strong working relationships with customer success partners, peers in other Sales Operations teams, and cross functional partners (Business Operations, Sales Leadership, HR, Finance, Systems Teams, and Global Support) to achieve objectives
• Strategic Planning: Act like an owner in driving strategic planning processes through data-driven recommendations (e.g., customer segmentation, headcount, territory planning, service levels, productivity improvements, team restructuring, goal setting)
• Project Management: Lead directly and through influence to drive execution of strategies & projects both regionally & globally within the customer success organization
• Business performance & insights: Improve the customer success organization’s capability and effectiveness by (1) delivering management visibility into business performance, providing insights and ensuring our teams are optimizing how they deliver customer value (2) helping teams manage their CRM data and understand the insights it provides
• CS Strategy: Lead and provide recommendations on a variety of decision-making projects that will shape LinkedIn’s future CS go-to-market model

Qualifications

Basic Qualifications:

• 6+ Experience with Excel and PowerPoint
• 6+ years of experience in management consulting, finance, sales operations, business operations, or an analytical/operational role
• 2+ Experience working with SQL and Tableau
• Bachelor’s Degree (e.g. Computer Science, Economics, Business, Mathematics, Statistics or related field)

Preferred Qualifications:

• Strong communication skills, including written and verbal communication experience with senior management
• Experience managing people
• Experience leading a PMO or change management programs, and mobilizing cross-functional teams towards a common goal
• Experience using and developing reports, metrics and dashboards with Dynamics365, Tableau, PowerBI, Anaplan or other relevant sales metric tools and programs
• Ability to build strong partnerships and collaborate with stakeholders
• MBA or advance degree preferred
• Able to move seamlessly from big picture thinking to operational tactics, effectively solving complex problems from high priority strategic initiatives
• Deep interest in analyzing data and the ability to see beyond the numbers to influence and drive sound data driven decision-making
• Experience working with or in sales teams and in SaaS businesses
• Motivation to stand out from the crowd, disrupting the norm to help the business win

Suggested skills:

• Tableau
• Excel
• SQL

LinkedIn is committed to fair and equitable compensation practices.

The pay range for this role is $119,000 to $193,000. 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/benefits

Additional Information

Equal Opportunity Statement

LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: https://lnkd.in/equalemploymentopportunity2017. Please reference the following information for more information: https://legal.linkedin.com/content/dam/legal/LinkedIn_EEO_Statement_2020.pdf. Please reference the following information for more information: https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf and https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.

LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at [email protected] and describe the specific accommodation requested for a disability-related limitation.

Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:

• Having interviews in an accessible location
• Being accompanied by a service dog
• Having a sign language interpreter present for the interview
• Documents in alternate formats or read aloud to you

A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.

LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.

San Francisco Fair Chance Ordinance

Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.

Pay Transparency Policy Statement

As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.

Global Data Privacy Notice for Job Candidates

Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.