LinkedIn Hiring for Principal Customer Success Manager, LinkedIn Talent Solutions at Bengaluru, India 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.

The Principal Customer Success Manager (CSM) partners closely with their assigned sales partners to ensure LinkedIn Customers achieve a significant return on investment (ROI) and drive business success with their LinkedIn Hiring Solutions investment.​

As a CSM you will be tasked with: ​

• Serving as a Customer Champion and Advocate​

• Helping Customers realize value from their investment​

• Partnering on customer retention and expansion.​

The CSM will partner with various stakeholders within assigned customers, to ensure effective user and product onboarding and engagement on LinkedIn Hiring products and solutions.

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.

*Responsibilities Include:   *

• Advance personal journey with Diversity, Inclusion, and Belonging as this is a top priority for LinkedIn and many of its customers

• Mentor junior Customer Success Manager roles to help achieve professional development to meet client and internal needs

• Continually work to evolve and improve Customer Success discipline within and across Customer Success Organization​

• Partner with sales counterparts on prioritized customers to drive overall customer adoption, enhance customer success, and mitigate customer churn risk​

• Act as a trusted advisor to the end users and their management to drive product adoption and ensure they leverage the solution to achieve agreed upon operational priorities, leading to full business value​

• Agree on business objectives and goals with customers to build measurable success plans, set cadence of communication to deliver ROI and operational reviews.​

• Develop new and innovative ways to share relevant data and insights that are impactful to customers and ties back to their success drivers through operational reviews to key customer stakeholders as well as Strategic Business Reviews.

• Analyze current customer engagement metrics and leverage the Learning Center to provide new and ongoing product education options.​

• Provide best practices to help drive user behavior and adoption of product and map Hiring solutions to existing customer workflows​

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

• Maintain an understanding of Hiring products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs​

• Interpret customer insights to drive change in product and act as voice of customer to LinkedIn Product teams​

• Expedite technical and purchase-related escalations.​Document all communication with customers accurately and in a timely manner via system tools.

• Up to 30% travel may be required when travel guidelines safely allow for in-person visits, depending on location and territory

*Basic Qualifications:   *

• 10+ 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: *

• Recruiting or other applicable talent experience

• Expert interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges at all levels at the client side, including executive level

• Expert organization, project management, and time management skills  

• Experience analyzing data, trends, and client information to identify product or growth opportunities in service of customer value

• Influential verbal and written communication skills, including expertise in presenting to both small and large audiences

• Expert understanding of Sales concepts and Software as a Service

• Proven ability to influence through empathy, negotiation, and consensus building 

• Bachelor’s degree or equivalent practical experience

Suggested skills:

• Consulting

• Collaboration and relationship-building

• Customer service

• Startegic communication

• Project Management

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LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. For more information on our equal opportunity policy, please visit http://careers.jobvite.com/linkedin/India-LinkedIn-Equal-Opportunity-for-Persons-With-Disabilities-Policy-2018.pdf

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