LinkedIn Manager, Customer Success- LinkedIn Learning Solutions in Dublin, Ireland

LinkedIn was built to help professionals achieve more in their careers, and every day millions of people use our products to make connections, discover opportunities and gain insights. Our global reach means we get to make a direct impact on the world’s workforce in ways no other company can. We’re much more than a digital resume – we transform lives through innovative products and technology.

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We are looking for a Customer Success Manager to join our team in retaining our customers by making them incredibly successful with our product LinkedIn Learning. As a leader on this team, you will manage and grow a team of Customer Success who are focused on a specific segment of accounts. You will be responsible for the success of your team in delivering results for client adoption and engagement, satisfaction, and account retention. You will help your team prioritize effective strategies to help our customers become and feel successful.

About LinkedIn Learning Solutions (LLS )

LinkedIn Learning Solutions is a leading online learning platform that helps anyone learn business, technology and creative skills to achieve personal and professional goals. Through individual, government, corporate and academic subscriptions, members have access to a video library of engaging, top-quality courses taught by recognized industry experts – more than 13,000 courses in 7 languages across mobile and desktop.

Responsibilities:

  • Manage a growing team of Customer Success Managers (partly remote) who deal with a mix of SMB and Enterprise customers across EMEA & LATAM.

  • Coach the Customer Success Managers in overcoming obstacles, managing workloads, setting priorities to ensure team are focusing on the activities that lead to customer success.

  • Execute on department-level goals including a focus on team growth/development, user adoption, learner engagement, upgrade from Lynda to LinkedIn Learning, churn reduction, support resolution and customer satisfaction.

  • Gather regional requirements and project manage changes to our processes and technology that result in improvements in team productivity and efficiency and customer engagement regionally.

  • Partner closely with sales leadership for your region/segment to align goals and incentives for the overall health of LinkedIn’s business.

  • Develop work plans for Customer Success Organisation and lead small tiger teams to deliver against CSO objectives.

  • Hire and onboard new team members who will quickly become strong individual contributors

  • Strong communication / collaboration skills across EMEA with the ability to implement strategies from HQ to regional team

  • Play a vital role in driving our annual strategic planning process through data-driven recommendations in areas related to headcount planning, team renewal targets and team productivity.

  • Provide weekly, monthly, quarterly updates and reviews of the Customer Success Team/region.

  • Maintain and develop a deep understanding of our products and industry knowledge to be able to guide your team through difficult customer engagements

  • Participate directly in customer meetings.

  • Approximately 20% travel required

Basic Qualifications:

  • 3+ years of management experience in customer success, client services, or sales

  • 7+ years of experience in customer success, client services, or sale

  • BA/BS degree

Preferred Qualifications:

  • Strong ability to prioritize and take initiative.

  • Ability to collaborate and work independently.

  • Excellent relationship building and relationship management skills.

  • Strong ability to derive insight from data and build actionable strategy based on analysis.

  • Experience analyzing data, trends to identify product or service-growth opportunities

  • Proficient in Salesforce.com

  • Excellent communication, organizational and project management skills

  • Ability to inspire a talented team and individual performance

  • Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision

  • Experience in L&D or online education or the learning technology space

  • Expert knowledge of MS Office (Outlook, Word, PowerPoint and Excel)

  • Ability to work in a fast-paced, startup environment