Customer Success Consultant Elevate
2 months ago
Customer Success, the Elevate team (E2)
San Francisco, CA
The LinkedIn Elevate team is LinkedIn’s latest start-up, and the fastest growing customer acquisition business. Our vision is to unlock employee voice within every company and transform employees into social professionals. We partner with the employer – our customers – to empower and motivate employees to share their insights with their professional networks.
The LinkedIn Elevate customer success team mission is to make every customer and their employees successful. We work in close partnership with sales, product, and operations teams to develop and nurture our customer relationships. We are responsible for the end-to-end post-sale customer experience from onboarding to renewal. Internally, we serve as the voice of the customer providing feedback directly to the product team. Come help us shape the future of our business
Responsibilities:
Lead all post-onboarding activity through strong relationship-building, product training, program planning and execution to ensure clients achieve ROI with LinkedIn Elevate. Often, our customers are CMOs, CHROs, and Chief Revenue Officers
Proactively partner with customers on an ongoing basis to drive optimal results – understand and explain performance data, provide content strategy consultation, deliver product training, develop change management programs to drive product adoption and a socially active employee base
Partner with the Sales team to identify customer growth opportunities to drive renewals
Identify opportunities – via content creation, program development, and process optimization – to scale Customer Success for the E2 segment
Maintain a deep understanding of the product and employee activation industry, and build strong customer relationships to become the authoritative expert on employee activation programs
Serve as the voice of the customer, provide feedback to the product and customer success teams to influence the product roadmap and our customer servicing strategy
Take on special projects as needed to enable our customers’ success. We are a start-up and we roll up our sleeves
Basic Qualifications:
BA/BS degree in a related field
3+ years of experience in account management, customer service, training, and/or sales
Preferred Qualifications:
Passion for working in a dynamic start-up environment, comfort with ambiguity
Demonstrated ability to find opportunities to scale 10x wherever possible
Experience creating flawless customer-facing content (presentation decks, tip sheets, email copy, etc)
Ability to build authentic business relationships with senior customers, comfort navigating complex orgs
Service-oriented and customer success-focused mindset, interest and/or experience product training
Excellent communication skills, comfort presenting to larger audiences
Excellent project management, time management, and organizational skills
Experience leveraging data to identify opportunities to drive customer success
Experience and/or interest in content marketing and/or employee activation industry
Experience and/or interest in deeply understanding an evolving product and being a product expert
Expert knowledge of MS Office (Outlook, Excel, Word, and PowerPoint) and Salesforce.com
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