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About LinkedIn Learning Solutions (LLS) 
 
LinkedIn 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.   

Job Summary  

 At LinkedIn, the Customer Success Manager (CSM) partners closely with Account Directors to ensure we are delivering Customer Value to our Customers and they see success with their LinkedIn Learning solution. The CSM will drive strategy for activation of licences and customer/employee engagement with LinkedIn Learning. It’s an exciting role as you have the opportunity to serve as a key learning and product adoption consultant to assigned accounts and see the impact of your work on the L&D strategy of our customers and their learners. This person will be focused on delivering best-in-class customer experiences, resulting in high product engagement from the customer and ultimately high customer retention.   

The Customer Success Manager for this role will work with our largest clients in Japan primarily in the corporate sector.

Responsibilities 

On-boarding: 

• Partner with the Account Director (AD) for assigned accounts to establish relationship with customers, focusing on implementation plan of products in order to drive overall customer adoption and success 
• Align LinkedIn Learning to our customers organisational objectives, initiatives and strategies
• Lead web-based, new LinkedIn Learning product implementation training sessions for customers to achieve organisational objectives
• Develop learning and education plans per needs of customer and based on guidance due to size of account to support organisational initiatives 
• Develop and execute success plans including shared goals and performance metrics in coordination with AD to achieve the organisation’s strategic goals for LinkedIn Learning

Nurturing: 

• Act as a trusted advisor to key customer stakeholders and executive sponsors to drive product adoption and ensure they leverage the solution to achieve value
• Track customer activity to identify churn risk and work proactively with ADs to address/eliminate that risk, while simultaneously identifying up-sell opportunities when applicable
• Analyze and develop strategies to increase account-level usage metrics 
• Maintain a deep understanding of LinkedIn products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific needs
• Review learning and education plans to ensure customers with low usage are provided with additional training/education to fully optimize usage of LinkedIn Products
• Document all communication with users and accounts accurately and in a timely manner via system tools (CRM). Ensure that issues are escalated appropriately to internal departments and management.
• Serve as the voice of the customer and provide internal feedback to Product, Content and other teams on how we can better serve our customers.

Renewing & Up-selling: 

• Mitigate churn by creating custom plans for accounts at risk; partner with Account Director on mitigation strategies including attendance at Business Reviews where necessary 

Internal role elevation:

• Proactively identify business gaps and take ownership to lead or contribute to cross-functional global projects leading to solutions that up-level the CS Organization and increases customer value delivery
• Create scalable resources to help support our clients in Japan to drive engagement
• Proactively work with internal stakeholders and cross functional partners

Basic Qualifications:

• 7+ years of experience in any of these areas: Customer Success, Learning & Development, Product Adoption, Change Management, Account Management, Customer Training, Business Transformation,
• Bilingual fluency in Japanese and English

Preferred Qualifications

• BA/BS or equivalent practical experience
• 5+ years of experience in learning Industry, e-learning industry, or organisational L&D
• Experience working with large corporate enterprises from a variety of industries
• Understanding of basic sales concepts in the corporate sector
• Excellent organizational, project management, and time management skills 
• Excellent presentation skills, both online and live, in large and small group settings
• Excellent verbal and written communication skills
• Excellent consulting, discovery, listening, and communication skills, demonstrated by the ability to establish working relationships at all levels at the client side, including C-level
• Experience analyzing data, trends and client information to identify product or service growth opportunities 
• Proficient in CRM (Salesforce/Dynamics) & Microsoft Office (Outlook, Excel, Word and Power Point) 
• Excellent interpersonal skills with ability to build authentic business relationships and deal effectively with relational challenges as they come up 
• Comfortable with working in a start-up like environment

All your information will be kept confidential according to EEO guidelines.

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