Customer Success Manager Talent Solutions

CUSTOMER SUCCESS MANAGER, TALENT SOLUTIONS The Customer Success Manager (CSM), Talent Solutions partners closely with Relationship Managers (RMs) to ensure LinkedIn Customers achieve a significant return on and feel successful with their LinkedIn investment. The CSM serves as a key project manager to assigned accounts, to support effective onboarding and complex implementation of products, services and training to new and existing customers.

CORE RESPONSIBILITIES

• Partner with the RM on prioritized accounts in order to drive overall customer adoption, enhance customer success, and mitigate customer churn risk
• Ensure successful onboarding of new accounts and new users by setting objectives which result in basic product functionality and provide advanced training in order to develop existing users
• Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success
• Identify and provide product education and ongoing onboarding needs through analysis of engagement metrics and drive best practice usage of the Learning Center
• Expedite technical and purchase-related escalations
• 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 operational priorities, leading to full business value
• Maintain an understanding of LinkedIn Talent Solutions (LTS) products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs
• Host regional and segment specific webinar series for end-users to ensure customers are provided with additional education to fully optimize usage of LinkedIn Products
• Document all communication with users and accounts accurately and in a timely manner via system tools.
• Interpret customer insights to drive change in product and act as voice of customer to PMM / Product team
• Provide best practices to help drive user behavior and adoption in product and map LTS solutions to existing customer workflows

BASIC QUALIFICATIONS:

• 4+ years of Customer Success, Account Management, Client Services, Talent Management or Recruiting experience

PREFERRED QUALIFICATIONS:

• BA degree from a 4 year college or university or applicable experience
• Experience in a SaaS environment
• Experience with Recruiting or Talent Management
• Strong verbal and written communication skills and technical aptitude
• Excellent organizational, project management, and time management skills
• Experience analyzing data, trends and client information to identify product or service growth opportunities. 
• Proficient in Salesforce & Microsoft Office (Outlook, Excel, Word and Power Point)
• Excellent interpersonal skill with ability to build authentic business relationships and deal effectively with relational challenges as they arise