$60k - $80k/year FULL TIME Manager , Customer Success Consulting

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.

 
Searching for your dream job? At LinkedIn, we strive to help our employees find passion and purpose. Join us in changing the way the world works. 
 
We are looking for a Manager, Customer Success to lead one of our UK customer success teams in retaining our customers by making them incredibly successful with our learning products and data. As a leader to this team, you will manage and grow a team of customer success professionals who are focused on a specific region of accounts. You will model clear forecasting of risks, maintaining oversight of top renewals and their health. You will be responsible for the success of your team in delivering results for client adoption and engagement, satisfaction, and account retention. You will help your team prioritize effective strategies to help our customers become and feel successful. You will also be adept at inspiring team and talent as well as being a thought leader in your field.   

 
Responsibilities: 

Team and Talent 
 

• Manage a team of Customer Success Managers (individual contributors) 

• Attract, hire and retain great talent, and ensure they are successful by leveraging an #alwaysbecoaching mindset 

• Build and maintain a healthy pipeline of talent to attract for future roles in your team 

• Support other Customer Success teams in the region, and partner closely with their managers 

 

Customer Centricity 

• Maintain and develop a deep understanding of our learning products and industry knowledge to be able to guide your team through difficult customer engagements 

• Participate directly in customer meetings when needed 

 

Business Leadership 

• Maintain oversight on top renewals and renewal health, allowing meaningful contributions to forecast accuracy and plan achievement. 

• Be a champion of change. Lead by example, embracing change and inspiring those around you to join you on the journey 

• Coach your team to metrics to ensure achievement of activity and quality targets 

• Execute on department-level goals, including churn reduction, user adoption, support resolution, customer satisfaction and team growth/development 

• Identify opportunities which help evolve our post sales engagement model, including, but not limited to, the development of systems, tools, process and behaviours 

• Lead initiatives for the region and drive operational excellence with data and insights 
   

Cross Functional Partnership 

• Partner closely with sales leadership for your segment and geography to align goals and incentives for the overall health of LinkedIn’s business 

• Be a key input, representing Customer Success, in global and regional programmes which span cross function and line of business 

Qualifications

Basic Qualifications: 

• Fluency in English 

• 4 + years of people management/leadership experience in a customer success/Recruitment or sales capacity 

• 5+ years of customer facing experience, ideally in a SAAS business 

                                                                                            
Preferred Qualifications: 

• Knowledge of the Learning and Development industry is a strong advantage 

• Strong skills in forecasting and delivering to renewal targets, ensuring that customers receive value from their investment. 

• Experience in recruiting, learning and development or talent management  

• Strong knowledge of the UK and EMEAL landscape, and how it fits into a global organisation 

• Experience working in global organizations, with a skill set to connect global strategy to regional impact 

• Experience implementing new processes, workflows or other large business initiatives within an organisation 

• Excellent communication, organizational, project management and time management skills 

• Experience analysing data and trends to identify product or service-growth opportunities 

• Expert knowledge of MS Office (Outlook, Word, PowerPoint and Excel)  

• Proficient in Microsoft Dynamics or other CRM tools 

• Project management certifications advantageous 
  
  Suggested Skills

• Relationship Building
• Stakeholder Management  
• Leadership

Additional Information

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Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.