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 DescriptionAt 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.
ResponsibilitiesTeam and TalentManage a team of Customer Success Managers (individual contributors)Attract, hire and retain great talent, and ensure they are successful by leveraging an #alwaysbecoaching mindsetBuild and maintain a healthy pipeline of talent to attract for future roles in your teamSupport other Customer Success teams in the region, and partner closely with their managersCustomer CentricityMaintain and develop a deep understanding of our products and industry knowledge to be able to guide your team through difficult customer engagementsParticipate directly in customer meetings when neededBusiness LeadershipBe a champion of change. Lead by example, embracing change and inspiring those around you to join you on the journeyCoach your team to metrics to ensure achievement of activity and quality targetsExecute on department-level goals, including churn reduction, user adoption, support resolution, customer satisfaction and team growth/developmentIdentify opportunities which help evolve our post sales engagement model, including, but not limited to, the development of systems, tools, process and behavioursLead initiatives for the region and drive operational excellence with data and insightsCross Functional PartnershipPartner closely with sales leadership for your segment and geography to align goals and incentives for the overall health of LinkedIn's businessBe a key input, representing Customer Success, in global and regional programmes which span cross function and line of businessQualificationsBasic Qualifications: Fluent in English and Italian3+ years of people management/leadership experience in a customer success/Recruitment or sales capacity5+ years of customer facing experience, ideally in a SAAS businessPreferred Qualifications: Knowledge of the Recruitment or Learning and Development industry is a strong advantageExperience in recruiting, learning and development or talent managementStrong knowledge of the Italian and EMEAL landscape, and how it fits into a global organisationExperience working in global organizations, with a skill set to connect global strategy to regional impactExperience implementing new processes, workflows or other large business initiatives within an organisationExcellent communication, organizational, project management and time management skillsExperience analysing data and trends to identify product or service-growth opportunitiesExpert knowledge of MS Office (Outlook, Word, PowerPoint and Excel)Proficient in Microsoft Dynamics or other CRM toolsProject management certifications advantageousSuggested SkillsStakeholder EngagementProject Management
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