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, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on what’s best for you and when it is important for your team to be together.
The Senior Customer Success Manager (CSM) partners closely with their assigned sales partners to ensure LinkedIn customers in Indonesia achieve a significant return on investment (ROI) and drive business success with their LinkedIn Hiring Solutions investment.
As a Senior CSM you will be tasked with:
- Defining what value means to the customers, in alignment to their business objectives.
- Partnering with cross functionals in the LinkedIn account team to help customers measure and realize value from their investment in LinkedIn Hiring solutions.
- Partnering on customer retention and expansion.
- Serving as a Customer Champion and Advocate.
Responsibilities Include:
- Advance personal journey with Diversity, Inclusion, and Belonging as this is a top priority for LinkedIn and many of its customers.
- Partner with sales counterparts on prioritized customers to drive overall customer adoption in order to help customers see success and value in alignment to their business objectives, successfully convert growth opportunities and mitigate customer churn risk.
- Agree on business objectives and goals with customers to build measurable success plans, set cadence of communication to deliver ROI and operational reviews.
- Act as a trusted advisor to the end users and their management to drive product adoption and ensure they leverage the solution to achieve agreed upon operational priorities, leading to realized business value.
- Develop new and innovative ways to share relevant data and insights that are impactful to customers and tie back to their success drivers through success and value reviews to key customer stakeholders.
- Analyze current customer engagement metrics and leverage the Learning Center to provide new and ongoing product education options.
- Provide best practices that align to the customer’s workflows to help drive user behavior and product adoption.
- Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success.
- Maintain an understanding of Hiring products and industry knowledge to act as a strategic advisor to the customer in order to help customers embed their purchased solutions in their ecosystem.
- Interpret customer insights to drive change in product and act as voice of customer to LinkedIn Product teams.
- Manage technical issues by leveraging our self-serve channels and requesting for escalations where necessary.
- Document all communication with customers accurately and in a timely manner via system tools.
- Up to 15% travel may be required when travel guidelines safely allow for in-person visits, depending on location and territory
Qualifications
Basic Qualifications:
- Fluency in Bahasa Indonesia and English.
- 5+ years of experience in any of the following: Customer Success, Management Consulting, Change Management, Project Management, or Account Management/Sales.
Preferred Qualifications:
- Recruiting or other applicable talent experience.
- Strong stakeholder management experience with both internal stakeholders and customers, including senior stakeholders.
- Proficient interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges.
- Proficient organization, project management, time management and prioritization skills.
- Data analysis and narrative creation in order to drive change with customers.
- Influential verbal and written communication skills, including expertise in presenting to both small and large audiences, including senior stakeholders.
- Proficient understanding of Sales concepts and Software as a Service.
- Bachelor's degree or equivalent practical experience.
Suggested Skills:
- Consultative Mindset
- Change Management
- Stakeholder Management
- Effective Communication
- Data Analysis & Storytelling
