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. 

Searching for your dream job? At LinkedIn, we strive to help our employees find passion and purpose. Join us in changing the way the world works.  

About LinkedIn Sales Solutions (LSS)  

LinkedIn’s Sales Solutions team is dedicated to changing the world of sales with Sales Navigator, our flagship product that connects and builds mutually beneficial relationships between buyers and sellers. 

About the LSS CS Scaled Programs Team

The LSS CS Global Scaled Programs team is supporting all customers with less than 50 licenses through a digital engagement methodology. Our goal is to deliver word-class scaled and omni-channel customer experience by building and managing efficient programs that deliver business impact in a predictive manner. This team is responsible for building multi-touch and self-serve programs that empower long-tail customers across their lifecycle, while delivering holistic digital engagement strategies and business value through efficiency. 

Responsibilities  

This role will collaborate closely with our LSS CS Global Scaled Program team, product, marketing, customer experience, and other key cross- partners. They will be responsible for partnering with leadership to design and implement an effective lifecycle journey for  Scaled customers, and will help lead the overall customer sentiment and product feedback process. Familiarity with program management, customer experience journeys  and digital engagement principles will be crucial, as this will help us deliver a seamless customer experience. 

This person must be extremely proactive, collaborative, creative, able to manage fast-paced complex projects, and customer-centric. They must feel energized by creating new programs and comfortable bringing cross-functional partners onboard. It will be important for this person to have a global, diverse and multicultural mindset to fully understand our different customer segments, needs and challenges. Being able to move things forward and commit to deadlines, demonstrate self-direction and maintain a transparent and open communication with leadership will be essential. 

Leading the Scaled Lifecycle Experience

- Define and implement Scaled lifecycle experience for all current customer touch points, identify opportunities for future state and expected business metrics and outcomes

- Identify and implement the product adoption strategy for Scaled customers based on new features and business priorities (ie. Seat activation, CRM Sync activation)

- Partner with the team responsible for the Online segment to design an interactive customer lifecycle experience and identify touch point opportunities

- Establish and maintain a close relationship with other Scaled Program Managers and XFN stakeholders responsible for delivering digital and 1:1 touch points to incorporate existing and new programs within the customer lifecycle, ensure alignment and measure business results

- Lead strategy to implement automated customer objectives collection for Scaled, and partner with Product teams to implement these

- Leverage results to measure customer value creation/delivery for Scaled customers and identify lifecycle improvements

Driving Customer product feedback and advocacy

-  Collaborate with Product Enablement & Success on customer feedback received via the Customer Success team and how to maintain consistent communication with the Product team

- Lead the relationship with Product teams to communicate on customer ideas received via the customer Community and deliver quarterly business analysis 

- Partner with multiple internal cross-functional teams on the strategy, goals and channels to collect and share Voice of Customer 

- Create and managing customer advocacy program to offer unique feedback opportunities 

- Support Product Marketing team with customer recommendations for exclusive product feedback sessions and new features beta programs 

Defining the customer sentiment strategy for Scale accounts

- Build the strategy for measuring customer sentiment for Scaled accounts

- Partner with Customer Experience team to build and run survey, consistently report on results and identify gaps 

- Leverage findings to propose customer experience and support iterations  

Basic Qualifications 

• 3+ years experience in program management, scaled and/or tech touch customer success, digital customer experience, marketing and customer lifecycle management
• Experience in building customer lifecycle journeys through digital engagement and omni-channel platforms (ie. email, in-product, automation)
• 3+ years experience with stakeholder management, especially partnering across functions to deliver positive experiences and outcomes to the customer

Preferred Qualifications 

• Experience with or knowledge of Generative AI 
• Communication skills including written, verbal, listening, and presentation 
• General computer skills and experience with Salesforce, Excel and Tableau
• Experience supporting B2B SaaS customers 
• Experience with cross-functional collaboration 
• Execution and prioritization focus
• Ability or experience in communicating and reporting progress with senior leadership teams
• High level of organizational and time management skills 
• Attention to detail and data-driven mindset
• Bachelor’s degree or equivalent experience 

Skills Suggested:

• Program management strategy and execution
• Stakeholder management and communication 
• Decision-making and problem solving
• Data orientation and reporting

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