LinkedIn Looking for Senior Customer Success Manager, LinkedIn Talent Solutions (10m FTC) at Sydney, New South Wales, Australia Full Time

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. This role can be based in Sydney or Melbourne.

The Customer Success Manager (CSM) is part of the LinkedIn Talent Solutions organization. The objective of this role is to drive adoption of our products within our clients and to help our solutions become a mission critical, irreplaceable part of our clients’ sourcing process. 

You will partner closely with our Corporate Enterprise sales team 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.

Responsibilities

Onboarding:

• Partner with sales for assigned accounts to introduce and establish relationships with new customers, focusing on implementation plans of products in order to drive overall customer adoption and expedite technical, or purchase-related escalations
• Develop learning and education plans for our customers, emphasizing our self-service Learning Library
• Conduct end-user onboarding within the first 90 days for new customers or purchase of new products within assigned accounts
• Develop and execute success plans including shared goals and performance metrics 

Nurture:

• Act as a trusted advisor to key customer stakeholders and executive sponsors to drive product adoption and ensure they leverage the solution to achieve full business value
• Develop a territory plan to identify churn risk and opportunities for growth
• Analyse and develop strategies to increase account-level usage metrics
• Maintain a deep understanding of LinkedIn products and industry knowledge to effectively drive change management and greater customer engagement on the most relevant features/functionality for their specific business needs
• Develop education plans to ensure customers with low usage are provided with resources from our scaled education assets, to fully optimize usage of LinkedIn Products
• Partner with cross functional teams (LTIC’s, TC’s, IC’s, Insights) where and when required to optimise the customer’s solution and derive greater value from our products
• Document all communication with users and accounts accurately and in a timely manner via system tools
• Ensure that issues are escalated appropriately to internal departments and management

Renewal & Upsell:

• Provide support to assigned accounts on changes to the customer product mix
• Mitigate churn by creating custom plans for accounts at risk
• Lead quarterly Success Reviews with customers and provide input to quarterly Value Reviews where applicable

Qualifications

Basic Qualifications

• 5+ year’s relevant experience in Consultancy, Talent/project or account management

Preferred Qualifications

• Project and change management capability
• Past experience driving projects from discovery and design through to delivery and completion
• Demonstrated ability to drive transformation of recruiting and talent practices strategy in complex and scaled enterprises through application of technology and project management
• Strong ability to derive insight from data and build actionable strategy based on analysis
• Influential verbal and written communication skills and technical aptitude
• Change management experience advantageous
• Experience with webinar software and Microsoft Dynamics/Salesforce strongly preferred

Suggested Skills

• Communication
• Collaboration
• Project Management

Additional Information

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.

Global Data Privacy Notice for Job Candidates

This document provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://lnkd.in/GlobalDataPrivacyNotice

Global Data Privacy Notice for Job Candidates
This document provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://lnkd.in/GlobalDataPrivacyNotice