Senior Customer Success Manager Learning

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.

As part of LinkedIn’s Learning Solutions team, the Senior Customer Success Manager (CSM) works with our customers to help them maximize the value from LinkedIn Learning, in other words – we help them be successful with the platform they have purchased! It is an exciting role as you have the opportunity to work with customers through every stage of their journey and act as a consultant to share best practices for embedding LinkedIn Learning into their Learning & Development (L&D) strategy. You will also act as a voice of the customer to our internal teams to ensure customer ideas and feedback are part of our ongoing development strategy for the product.

 Responsibilities:  

• Advance personal journey with Diversity, Inclusion, and Belonging as this is a top priority for LinkedIn and many of its customers
• Partner with Sales, Onboarding Consultant, Technical Client Managers, Technical Consultants, and Solutions Engineers post-sales to implement products and solutions to ensure client is achieving optimal results and ROI
• Utilize client usage and industry metrics to derive insights and use these to drive greater customer engagement and adoption
• Track and record customer activity in a timely manner in systems of record, i.e., Dynamics
• Proactively forecast churn risk & develop mitigation plans to minimize churn within your customer base
• Provide ongoing consultation and best practice recommendations to ensure customers continue to meet agreed success criteria
• Build relationships with customers and internal partners to ensure customers maximize the value from LinkedIn Learning
• Maintain a deep understanding of LinkedIn products and be familiar with industry knowledge to effectively guide customers on best practice
• Provide input and ideas to internal teams to continuously improve our product, systems and resources
• Manage and execute projects geared to drive adoption of new products and services with customers
• Deliver on-site and on-line presentations, webinars, and workshops.
• Perform other duties as may be assigned.
• This CSM will support customers across Greece, South Africa & other growth markets
• Up to 20% travel may be required when travel guidelines safely allow for in-person visits, depending on location and territory

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
• Fluency in English and Greek

Preferred Qualifications:

• Experience in learning, e-Learning, or Organizational L&D
• Proficient interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges
• 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

Suggested Skills

• Stakeholder Management 
• Account Management
• Data Analysis