Manager, Customer Success Managers, LinkedIn Learning Solutions

Employment Type

: Full-Time

Industry

: Non-Executive Management



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Manager, Customer Success Managers, LinkedIn Learning SolutionsLocation: New YorkLinkedIn Learning Solutions is a leading online learning company that helps anyone learn business, technology and?creative skills to achieve personal and professional goals. Through individual, government, corporate?and academic subscriptions, members have access to the?LinkedIn Learning?video library of engaging, top-quality courses taught by recognized industry experts -?more than?+11,000?courses and?+400,000?video?tutorials across mobile and desktop.The LinkedIn Learning Solutions Customer Success team is seeking a strategic, driven, and analytical Manager of Customer Success Managers (CSMs). They will be focused on delivering best-in-class customer experiences, resulting in high product engagement from the customer and ultimately high customer retention.Responsibilities include:* Manage a team of?7-8 CSMs to execute on key strategic initiatives and achieve operational excellence.* Coach and develop team to be world class* Support global head of customer success to optimize customer service for the various types of customers and spend brackets* Partner with Sales, Product Management, Marketing, Business Operations, Sales Operations, Finance, Business Development, Corporate Development, International Managers and other internal groups, contributing subject matter expertise and progressing cross-functional objectives. Identify improvement areas and surface strategic insights* Analyze customer health and develop a deep understanding of evolving value drivers* Analyze churn and develop a deep understanding of churn drivers and develop churn mitigation strategies* Manage operational dashboards to monitor changes in CSM performance and customer health. Produce weekly, monthly, and quarterly reporting as required* Develop, measure, and maintain operational excellence for the Customer Success team including Key Performance Indicators (KPIs)* Work with fellow global Customer Success managers to implement the customer success strategy in AMER, EMEA and APAC regions* Some travel may be requiredBasic Qualifications:* 5+ years of experience in Customer Success, Account Management, Professional Services, or Consulting* 3+ years of experience in team management within Customer Success,?Account Management, Professional Services, or ConsultingPreferred Qualifications:* Bachelor's degree* Experience within the SaaS industry* Experience with learning solutions* MBA preferred* Practical business understanding with genuine passion for learning, technology, big data, and/or entrepreneurship* Concise communication skills: Able to credibly and compellingly present and debate recommendations with senior leadership* Proactive: Independently capable of seeking information, solving conceptual problems, aligning resources, and delivering results in challenging situations* High-energy, team-first attitude: Motivated to work hard in a fast-paced, ever-changing environment to help our growing business* Experience using and developing reports, metrics and dashboards with Salesforce.com

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