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, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to our office, depending on what’s best for you and when it is important for your team to be together.
We are looking for a Manager, Customer Success to lead our Italian customer success team in retaining our customers by making them incredibly successful with our 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 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 products and industry knowledge to be able to guide your team through difficult customer engagements
- Participate directly in customer meetings when needed
Business Leadership
- 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:
- Fluent in English and Italian
- 3+ 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 Recruitment or Learning and Development industry is a strong advantage
- Experience in recruiting, learning and development or talent management
- Strong knowledge of the Italian 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
- Communication skills
- Stakeholder Engagement
- Project Management
Additional Information
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.
