Job Information
LinkedIn Customer Success Manager, LinkedIn Talent Solutions in Hong Kong, Hong Kong
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.
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 a LinkedIn office, depending on what’s best for you and when it is important for your team to be together.
The Customer Success Manager (CSM) partners closely with their assigned sales partners to ensure LinkedIn’s corporate and staffing industry customers in Hong Kong to achieve a significant return on investment and value from their LinkedIn Hiring Solutions investment.
As a CSM you will be tasked with:
Defining what value means to the customers, in alignment to their business objectives
Partnering with cross functionals in the LinkedIn account team to help customers measure and realize value from their investment in LinkedIn Hiring solutions
Partnering on customer retention and expansion
Serving as a Customer Champion and Advocate
* Responsibilities Include: *
Advance personal journey with Diversity, Inclusion, and Belonging as this is a top priority for LinkedIn and many of its customers.
Partner with sales counterparts on prioritized customers to drive overall customer adoption in order to help customers see success and value in alignment to their business objectives, successfully convert growth opportunities and mitigate customer churn risk.
Agree on business objectives and goals with customers to build measurable success plans, set cadence of communication to deliver ROI and operational reviews.
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 upon operational priorities, leading to realized business value.
Develop new and innovative ways to share relevant data and insights that are impactful to customers and tie back to their success drivers through success and value reviews to key customer stakeholders.
Analyze current customer engagement metrics and leverage the Learning Center to provide new and ongoing product education options.
Provide best practices that align to the customer’s workflows to help drive user behavior and product adoption.
Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success.
Maintain an understanding of Hiring products and industry knowledge to act as a strategic advisor to the customer in order to help customers embed their purchased solutions in their ecosystem.
Interpret customer insights to drive change in product and act as voice of customer to LinkedIn Product teams.
Manage technical issues by leveraging our self-serve channels and requesting for escalations where necessary.
Document all communication with customers accurately and in a timely manner via system tools.
Up to 15% travel may be required when travel guidelines safely allow for in-person visits, depending on location and territory
*Basic Qualifications: *
3+ years of experience in any of the following Customer Success, Management Consulting, Change Management, Project Management, or Account Management/Sales
Fluency in Cantonese and English language to manage Cantonese-speaking clients
*Preferred Qualifications: *
Fluency in the Mandarin language is a plus
Recruiting or other applicable talent experience
Fundamental interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges
Fundamental organization, project management, and time management skills
Experience analyzing data, trends, and client information to identify product or growth opportunities in service of customer value
Strong verbal and written communication skills, including expertise in presenting to both small and large audiences
Fundamental understanding of Sales concepts and Software as a Service
Bachelor's degree or equivalent practical experience
Suggested Skills:
Consultative Mindset
Change Management
Stakeholder Management
Effective Communication
Data Analysis & Storytelling
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