Experience Inc. Jobs

Job Information

LinkedIn Customer Success Manager, Strategic Accounts in San Francisco, California

Customer Success Manager, Strategic Accounts

San Francisco, CA

LinkedIn’s mission is to connect the world’s professionals to make them more productive and successful. As part of our Customer Success organization, you will lead a global program of concurrent customer success projects to drive awareness and adoption of LinkedIn solutions for a single global enterprise customer.

Individuals with a passion for customer success and for building relationships with customers and internal stakeholders will succeed in this role. We are looking for candidates who demand excellence of themselves every day, who are great communicators in one-on-one and large group settings, and are passionate about helping customers be successful with LinkedIn enterprise solutions.

Profile:

The Customer Success Manager (CSM) works closely with the Global Talent Acquisition (GTA) team at Microsoft to optimize its use of LinkedIn’s Talent Solutions. The CSM will develop a strategy to drive adoption and engagement of Talent Solutions and measure its impact against Microsoft’s hiring priorities.

Responsibilities:

  • Develop a Customer Success Plan that directly ties activities and measures to Microsoft’s objectives

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

  • Identify and provide product education and ongoing onboarding needs through analysis of engagement metrics and drive best practice usage of the Learning Center

  • Expedite technical-related escalations

  • Act as a trusted advisor to the GTA team to drive product adoption and ensure the Recruiters and Sourcers leverage the solution to achieve agreed operational priorities, leading to full business value

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

  • Host regional and segment specific webinar series for end-users to ensure customers are provided with additional education to fully optimize usage of LinkedIn Products

  • Document all communication with users accurately and in a timely manner via system tools

  • Interpret customer insights to drive change in product and act as voice of customer to PMM / Product team

  • Provide best practices to help drive user behavior and adoption in product and map LTS solutions to existing customer workflows

  • Celebrate and highlight customer wins when leveraging the solutions well and driving measurable business value

Basic Qualifications:

  • BS/BA Degree

  • 4+ years of Customer Success or post-sales Account Management experience

Preferred Qualifications:

  • Recruiting or other applicable talent experience

  • Strong verbal and written communication skills and technical aptitude

  • Excellent organizational, project management, and time management skills

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

  • Proficient in Salesforce & Microsoft Office (Outlook, Excel, Word and PowerPoint)

  • Excellent interpersonal skill with ability to build authentic business relationships and deal effectively with relational challenges as they come up

DirectEmployers