Senior Customer Success 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.

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. We are also open to remote in a PST time zone only.

In LinkedIn Sales Solutions (LSS), our cutting-edge solution is revolutionizing the way Sales, Customer Success, and Marketing professionals build relationships with their customers. Our flagship product, Sales Navigator, leverages insights from the LinkedIn platform to help our clients find, engage, and build relationships with their prospects and customers.

The Customer Success Manager (CSM) is part of the LinkedIn Sales Solutions organization. The objective of this role is to drive adoption and engagement of our product, LinkedIn Sales Navigator, within our customers and to help our solutions become a mission critical, irreplaceable part of our customers’ sales and business development processes. You will be responsible for rollout strategy, success planning, enablement (training sessions, online webinars), project management and regular metrics and value reviews, as well as consulting and best practice sharing with customers.

Responsibilities:

• Lead and maintain 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.
• Share relevant data and insights that are impactful to customers and tie back to their success drivers through operational reviews to key customer stakeholders as well as Value Reviews.
• Commitment to personal journey with Diversity, Inclusion, and Belonging as this is a top priority for LinkedIn and many of its customers.
• Partner with internal teams (sales, insights, etc.) to drive overall customer adoption, enhance customer success, mitigate customer churn risk, and drive return on investment (ROI).
• Provide best practices to help drive user behavior and product adoption, and map solutions to existing customer workflows.
• Travel may be required when travel guidelines safely allow for in-person visits, depending on location and territory.
• Align on customer’s business objectives and goals to build measurable success plan and set a cadence of communication to deliver ROI and operational reviews.
• Have knowledge of customer’s operating model and articulate how Linkedin Products add value to organizational goals.
• Develops and helps customer drive change management principles and processes to support transitioning to new processes, tools, or initiatives related to LinkedIn products and solutions.
• Identify churn risk and maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success.
• Track and document customer activity via system tools, i.e. Salesforce, Gainsight
• Manage and execute projects geared to drive adoption of new products and services with customers.
• Interpret and analyze customer insights to drive behavior change in product and act as voice of customer to continuously improve our product, systems, and resources.
• Act as a trusted advisor and provide ongoing consultation to your full book of business to drive product adoption and ensure customers leverage the solution to achieve agreed upon operational priorities, leading to full business value and agreed success criteria.

Qualifications

Basic Qualifications:

• 5+ years of experience in any of the following: Customer Success, Account Management/Sales, Consulting, Product Training and Enablement, Project Management, or Change Management

Preferred Qualifications:

• Proficient organization, project management, and time management skills
• Bachelor's degree or equivalent practical experience
• Experience analyzing data, trends, and client information to identify product or growth opportunities in service of customer value
• Proficient interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges
• Experience managing client accounts with high revenue impact
• Proficient understanding of Sales concepts and Software as a Service
• Sales, account management, product enablement and/or sales effectiveness experience
• Proficient verbal and written communication skills, including expertise in presenting to both small and large remote audiences
• Experience partnering with Director+ stakeholders

Suggested Skills:

• Consulting
• Stakeholder Management
• Client Management

LinkedIn is committed to fair and equitable compensation practices.

The pay range for this role is $89,000-$135,000. 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 a sign language interpreter present for the interview
• Documents in alternate formats or read aloud to you
• Being accompanied by a service dog
• Having interviews in an accessible location

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.

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.