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
Location: Mumbai
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.
The Principal Customer Success Manager (CSM) partners closely with sales and cross-functional teams to ensure LinkedIn’s large enterprise hiring clients achieve significant return on their investment and realize value with their Hiring Solutions. This includes creating holistic strategies that drive engagement, optimization and innovation across large multi-national organisations.
The CSM will partner with various stakeholders within assigned customers, to ensure effective user and product onboarding and engagement on LinkedIn Hiring solutions.
Responsibilities:
- Manage key customer moments in a manner that establishes credibility and trust as a business advisor to assigned accounts. Take accountability and ownership in building strong relationships with our key stakeholders across the critical customers in Large Enterprise business
- Collaborate internally with a cross functional account team including Key Account Managers / Account Directors, Implementation Consultants, TAMs and Solution Consultants to create value engagement frameworks on customers’ talent agenda
- Co-develop success plans outlining customer business objectives and goals to demonstrate measurable success, setting cadence of communication to deliver ROI (return on investment)
- Create and execute large, complex solution implementations, tying back to customer objectives and success criteria, ensuring user adoption at scale
- Drive greater customer engagement across complex, global accounts by applying data insights, product, and industry expertise.
- Drive AI feature adoption and bring customers on the change journey in the new Agentic future
- Understand the tech stack of customers and collaborate proactively on driving strong integrations with LinkedIn tools, to provide strong leverage to our customers
- Maintain an understanding of LinkedIn’s Hiring products and industry knowledge to effectively drive customer engagement on relevant features/functionality for their specific business needs
- Partner with the Learning CSM on account, to support customers talent development strategies and position the pan-talent narrative of LinkedIn to create maximum value for clients
- Support continuous improvement and evolution of Customer Success discipline
- Act as a change agent for internal (systems & process) and external (product & workflow) change
Qualifications
Basic Qualifications:
- 8+ years of HR Consulting, Talent Management / Recruiting experience, Customer Success, Account Management, and/or Training
- 2+ years supporting Large Enterprise / Global customers
Preferred Qualifications:
- Recruiting or other applicable talent experience
- Strong verbal and written communication skills and technical aptitude
- Experience analysing company performance to build measurable customer success/project goals
- Excellent organizational, project management, and time management skills
- Experience analysing data, trends and client information to identify product or service growth opportunities
- Proficient in Microsoft Office (Outlook, Excel, Word and PowerPoint)
- Excellent interpersonal skill with ability to build authentic business relationships and deal effectively with relational challenges as they come up
- Proven ability to influence through empathy, negotiation and consensus building
Suggested Skills:
- Understands customer business objectives - Call prep/research, open-ended questioning, next level, discovery, active listening, builds trusts, and exhibits a consulting mindset.
- Manages to Value – confirms and clarifies value, delivers insights and mitigates churn risk
- Multi-threading - Adapts communication, builds multi-level relationships, seeks warm introductions
- Gains Commitment & Buyin - Creates urgency & accountability, uses insights to influence without authority, achieves shared vision
- Applies Solution Expertise - Knowledge of competition, consultative approach, deep solution expertise ties back to customer objectives
- Collaborates and communicates for strong team partnership
Additional Information
India Disability Policy
LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. For more information on our equal opportunity policy, please visit https://legal.linkedin.com/content/dam/legal/Policy_India_EqualOppPWD_9-12-2023.pdf
Global Data Privacy Notice for Job Candidates
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.
