Customer Success Manager - Learning Solutions

At LinkedIn Austria, the Customer Success Manager (CSM) partners closely with Relationship Managers (RMs) to ensure LinkedIn Customers achieve a significant return on and feel successful with their LinkedIn Learning solution. 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.
 

Responsibilities
Onboarding:

• Partner with the RM for assigned accounts to introduce and establish relationship with new customer, focusing on implementation plan of products in order to drive overall customer adoption and success
• Lead web-based, new LinkedIn Learning product implementation training sessions for customers
• Develop learning and education plans per needs of customer and based on guidance due to size of account, emphasizing our self-service Learning Library
• Develop and execute success plans including shared goals and performance metrics in coordination with RM

Nurturing:

• Act as a trusted advisor to key customer stakeholders and executive sponsors to drive product adoption and ensure they leverage the solution to achieve full business value
• Track customer activity to identify churn risk and work proactively with RMs to address/eliminate that risk, while simultaneously identifying upsell opportunities when applicable
• Analyze and develop strategies to increase account-level usage metrics
• Maintain a 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
• Review learning and education plans to ensure customers with low usage are provided with additional training/education to fully optimize usage of LinkedIn Products
• Document all communication with users and accounts accurately and in a timely manner via system tools (Salesforce.com). Ensure that issues are escalated appropriately to appropriate internal departments and management

 Renewing & Upselling:

• Provide support to assigned accounts on media campaigns, pilots and changes to the customer product mix
• Mitigate churn by creating custom plans for accounts at risk; partner with RM on mitigation strategies including attendance at QBRs where necessary

 
Basic Qualifications:

• 2+ years of Customer Success, Account Management and/or Training
• Business fluency (verbal and written) in English is essential

Preferred Qualifications:

• Spanish and/or German are an advantage
• BS/BA degree
• Understanding basic sales concepts to support and facilitate internal sales efforts
• 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 skills with ability to build authentic business relationships and deal effectively with relational challenges as they come up

 
Company benefits:

LinkedIn Austria, a LinkedIn company, offers an extraordinary work environment, tremendous opportunity for advancement, and great benefits. 

LinkedIn Austria, a LinkedIn company, is proud to be an Equal Opportunity Employer. Applicants who apply for a position are considered without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, ancestry, marital, or veteran status. 

The fixed salary minimum gross per month is €2600 per month (14 months). Based on qualifications and experience this can be negotiated.