Senior Manager, Customer Success Operations

This role will be based in our New York office.

Our Go-to-Market Operations organization is responsible for building the ultimate go-to-market engine to connect our solutions with customer needs at scale. The Senior Manager, Customer Success Strategy & Operations is a key business advisor who will function as a “chief of operations” to our senior leader of the LinkedIn Talent Solutions (LTS) CS Global Services organization.

They will be an advisor to Senior Customer Success Executives to help crack the most important strategic and operational issues facing our LTS Services organization. They will be responsible for making data-driven decisions in partnership with executives and Customer Success management by leveraging insights from LinkedIn’s customer, sales and product data. They will be accountable for creating regular business performance reviews, custom analyses, and customer impact assessments.

This individual will be responsible for leading, executing and scaling operational and planning processes (e.g., customer segmentation, headcount, service levels, productivity improvements, org design), as well as driving key business priorities (e.g., new product launch service models, KPI design) to enable our CS Services team to be as productive and effective as possible. In this role, you will lead a team with global purview, requiring strong collaboration and stakeholder management skills.

We are looking for an exceptional business and people leader with strong analytical, problem solving, communication, and project management skills. The ideal candidate can effectively communicate with executives and collaborate with a variety of people and job functions, accomplishing tasks of high complexity and scope, and can perform professionally in a challenging and extremely fast-paced environment. The ideal candidate will be able to handle highly sensitive, confidential, and non-routine information supporting a rapidly changing organization. We’re seeking a leader who can recognize opportunities to drive business growth or improve processes and who can lead a team to bring these ideas to life.

Responsibilities:

• CS Strategy: Lead and provide recommendations on a variety of decision-making projects that will shape LinkedIn’s future CS go-to-market model (e.g., value-added managed services, flexible resourcing models, new product and commercial initiative support models)

• Strategic Planning: Act like an owner in driving strategic planning processes through data-driven recommendations (e.g., customer segmentation, headcount, service levels, productivity improvements, org design, goal setting)

• Business performance & insights: Improve the Global Services organization’s capability and effectiveness by (1) delivering management visibility into business performance, providing insights and ensuring our teams are optimizing how they deliver customer value (2) helping teams manage their CRM data and understand the insights it provides

• Operational excellence: Lead operational processes and drive improvements in productivity or efficiency of the Global Services organization

• Stakeholder management: Establish strong working relationships with customer success partners, peers in other Sales Operations teams, and cross functional partners (Business Operations, Sales Leadership, HR, Finance, Systems Teams, and Global Support) to achieve objectives

• Project Management: Lead directly and through influence to drive execution of strategies & projects both regionally & globally within the customer success organization

Basic Qualifications:

• 8+ years of experience in management consulting, finance, sales operations, business operations, or an analytical/operational role

• 2+ years of direct people management experience

• 5+ years of experience using Excel and PowerPoint

• 2+ years of work experience using SQL

• Bachelor’s Degree in Computer Science, Economics, Business, Mathematics, Statistics, Finance, Accounting, or similar field OR related practical experience

Preferred Qualifications:

• Experience building, mentoring, and growing high performing teams

• Ability to inspire and lead with compassion, empathy and emotional intelligence

• Experience working in B2B SaaS businesses or with other sales/customer success organizations

• Project Management experience and experience to mobilizing cross functional teams towards a common goal

• MBA or advanced degree

• Experience communicating with and presenting to senior management

• Experience analyzing data and using data to drive decision-making

• Experience working in fast-paced, high-growth, and results-orientated environment that demands excellence

• Experience pivoting between big picture thinking and operational tactics

• Technology-oriented, enjoy working with new tools, and a self-motivated learner

• Experience using and developing reports, metrics and dashboards with Dynamics365, Tableau, PowerBI, Anaplan, Gainsight or other relevant sales metric tools and programs

• Well-versed in analytics trends and software product/service market strategies and best-in-class technology solutions

Suggested Skills:

• Leadership

• Stakeholder Management

• Executive Communication

• Data analysis & modelling

LinkedIn is committed to fair and equitable compensation practices.

The pay range for this role is $150,000 to $243,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.

The total compensation package for this position may also include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans. For more information, visit https://careers.linkedin.com/benefits.

Equal Opportunity Statement

We seek candidates with a wide range of perspectives and backgrounds and we are proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.

LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at accommodations@linkedin.com and describe the specific accommodation requested for a disability-related limitation.

Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:

• Documents in alternate formats or read aloud to you

• Having interviews in an accessible location

• Being accompanied by a service dog

• Having a sign language interpreter present for the interview

A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.

LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.

San Francisco Fair Chance Ordinance

Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.

Pay Transparency Policy Statement

As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.

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.