Principal Customer Success Manager, Global Clients

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.

Job Description

The Principal Customer Success Manager (CSM) partners closely with sales and cross-functional teams to ensure LinkedIn’s global clients achieve significant return on their investment and realize value with their Learning Solutions. This includes creating holistic strategies that drive engagement, optimization and innovation across large multi-national organisations.

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

At LinkedIn, our approach to flexible work is centred on trust and optimized for culture, connection, clarity, and the evolving needs of our business. The work location of this role is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team.

Responsibilities

• Proactive ownership and management of key customer moments in a manner that establishes credibility and trust as a business advisor to assigned customers
• Partner with sales counterparts on prioritized customers to drive overall customer adoption, enhance customer success, and mitigate customer churn risk   
• 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 Value Reviews.  
• Create and execute large solution implementations, tying back to customer objectives and success criteria, ensuring user adoption at scale.
• Robust understanding of LinkedIn’s Talent Solutions and industry knowledge to effectively drive customer engagement on relevant features/functionality for their specific business needs.
• Act as a change agent for internal (systems & process) and external (product & workflow) change
• Serve as the voice of the customer and provide internal feedback to Product, Content and other teams on how we can better serve our customers.
• Proactively identify business gaps and take ownership to lead or contribute to cross-functional global projects leading to solutions that up-level the Customer Success Organization and increases customer value delivery
• While this role does not own quota associated with renewal or growth, you are accountable for the success of the partnership as measured through depth, frequency and quality of executive engagements, delivery of ROI as validated by the customer, and growth opportunities identified.   
• Up to 30% travel may be required  
  
  
  

Qualifications

Basic Qualifications

• 8 years of experience in any of these areas: HR Consulting, Learning & Development, Talent Management / Recruiting, Customer Success, Account Management, Product Management/Adoption
  
  
  

Preferred Qualifications

• Experience in learning, e-Learning, Organizational L&D, recruiting, applicable talent experience, sales, account management and product enablement
• 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  
• Advanced 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

• Customer Retention Management
• Learning Agility
• Change Management
  
  
  

Additional Information

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