Customer Success Manager (Fixed-term Contract - 12 Months)

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.

At LinkedIn, our approach to flexible work is centered on trust and optimised 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.

Location: Mumbai/ Gurgaon

LinkedIn's Sales Solutions team is dedicated to changing the world of sales by using Sales Navigator, our flagship product that connects and builds mutually beneficial relationships between buyers and sellers.
The Customer Success Manager (CSM) partners closely with their assigned sales partners to ensure LinkedIn Customers achieve a return on investment and drive successful adoption andengagement with their LinkedIn Sales Navigator investment. As a CSM you will be tasked with:

• Serving as a Thought Leader, Customer Champion and Advocate
• Helping Customers realize value from their investment
• Manage a book of business by prioritizing and delivering on key customer lifecycle events

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

Responsibilities:

• Commitment to personal journey withDiversity, Inclusion, and Belonging as this is atop priority for LinkedIn and many of itscustomers.
• Partner with teams and co-create solutions(ie. sales, implementation, insights, etc.) todrive overall customer adoption,enhancecustomer success, mitigate customerchurnrisk, and return on investment (ROI).
• Act as a trusted advisor andprovideongoingconsultation andleadingpracticerecommendation tothe book of businessandtheirmanagementto drive product adoptionandensure theyleverage the solution toachieveagreedupon operational priorities,leading tofullbusiness value andagreedsuccesscriteria.
• Develops and helps customer drivechangemanagement principles andprocesses tosupport organizationstransitioning to newprocesses, tools, orinitiatives related toSales Navigator .
• Teach and develop deepunderstandingofLinkedInproducts andindustry knowledge toeffectivelydrivegreater customer engagementon themostrelevant features/functionality fortheirspecificbusinessneeds.
• Identify churn risk andmaintainhealthycustomer engagementlevels byidentifying lowutilization andproviding solutionsto furtherdrivecustomersuccess.
• Interpret and analyze customer insights todrive behavior changeinsolution and act asvoice of customer toLinkedInProduct teamsto continuously improveourproduct, systems,andresources.
• Agree on business objectives and goals asitrelates to LinkedIn product with customerstobuild measurable success plans, setcadence ofcommunication to deliver ROIand operationalreviews.
• Share relevant data and insights thatareimpactful to customers and tie back totheirsuccess drivers through operationalreviews tokey customer stakeholders as well as Value Reviews.
• Provide leading practices to help driveuserbehavior and adoption of product andmapsolutions to existingcustomerworkflows.
• Manage and execute projects geared todriveadoption of new products andserviceswithcustomers.
• Track anddocumentcustomeractivityviasystemtools,ie.Salesforce.
• Develops, executes, and inspires peers tohelpachieve professional development tomeetinternal needs by providing trainingandguidance.
• Continually work to evolve andimproveCustomer Success discipline withinand acrossCustomer SuccessOrganization.
• Travel is required when travelguidelines safely allow for in-person visits,depending on location and territory.

Basic Qualifications:

• 10+ years of experience in any of the following:Customer Success, AccountManagement/Sales, Consulting, ProductTraining and Enablement, ProjectManagement, or Change Management

Preferred Qualifications:

• Experience analyzing data, trends, and clientinformation to identify product or growthopportunities in service of customer value
• Advanced understanding Software pre-salesand/or sales effectiveness, Business Acumen / commercial skills
• Experience managing client accounts with highrevenue impact
• Experience partnering with C-level/Director/Leadership Stakeholders, strong networking and multithreading skills
• Excellent verbal and written communication skills,including expertise in presenting to both small andlarge audiences
• Strong consultative skills
• Ambitious and driven, thriving in fast-paced anddemanding environment
• Teamwork mentality and willingness to assistwherever needed
• Strong Microsoft Office capabilities: Excel, Word,Outlook, and PowerPoint
• Proven ability to influence through empathy,negotiation, and consensus building

Suggested Skills:

• Strong Discovery
• Collaboration and project management
• Prioritization and effective time management

India Disability Policy

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 https://legal.linkedin.com/content/dam/legal/Policy_India_EqualOppPWD_9-12-2023.pdf

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