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Senior Customer Success Manager

2 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China LinkedIn Full time

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
At LinkedIn, our approach to flexible work is centered 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.

The Senior 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.

Responsibilities Include:

  • Partner with internal teams (sales, insights, etc.) to drive overall customer adoption, enhance customer success, mitigate customer churn risk, and drive return on investment (ROI).
  • Align on customer's business objectives and goals to build measurable success plan and set a cadence of communication to deliver ROI and operational reviews.
  • Develop and help customers drive change management principles and processes to support transitioning to new processes, tools, or initiatives related to LinkedIn products and solutions.
  • Provide best practices to help drive user behavior and product adoption, and map solutions to existing customer workflows.
  • Manage and execute projects geared to drive adoption of new products and services with customers.
  • Share relevant data and insights that are impactful to customers and tie back to their success drivers through operational reviews to key customer stakeholders as well as Value Reviews.
  • Have knowledge of customer's operating model and articulate how LinkedIn Products add value to organizational goals.
  • Act as a trusted advisor and provide ongoing consultation to your full book of business to drive product adoption and ensure customers leverage the solution to achieve agreed upon operational priorities, leading to full business value and agreed success criteria.
  • Lead and maintain deep understanding of LinkedIn products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs.
  • Identify churn risk and maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success.
  • Interpret and analyze customer insights to drive behavior change in product and act as voice of customer to continuously improve our product, systems, and resources.
  • Track and document customer activity via system tools.

Qualifications

Basic Qualifications:

  • 5+ years of experience in any of the following: Customer Success, Account Management/Sales, Consulting, Product Training and Enablement, Project Management, or Change Management.
  • Professional business fluency in verbal and written English, Cantonese, and Mandarin, including expertise in presenting to both small and larger audiences.

Preferred Qualifications:

  • Strong knowledge of the Customer Success Industry, and/or Talent experience.
  • Ability to understand your customer's business objectives and challenges and define strategies to implement modern selling programs to help them achieve those objectives.
  • Establish and grow trusted relationships with internal stakeholders and clients to allow you to be a trusted advisor and consultant, and a modern selling industry expert.
  • Proficient 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.
  • Proficient understanding of Sales concepts and Software as a Service.
  • Bachelor's degree or equivalent practical experience.

Additional Information

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Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Technology, Information and Internet

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