Senior Customer Success Manager

**Company Description**

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.

As part of the LinkedIn Learning Solutions team, the Customer Success Manager (CSM) works with our customers to help them maximise the value from LinkedIn Learning. It’s an exciting role as you have the opportunity to work with customers through every stage of their journey and act as a consultant to share best practices for embedding LinkedIn Learning into their L&D strategy. You will also act as a voice of the customer to our internal teams to ensure customer ideas and feedback are part of our ongoing development strategy for the product. The Customer Success Manager for this role will work in the Indonesia market.

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.

**Core responsibilities**:

- Deliver Customer Value through ensuring our customers are successful with LinkedIn Learning in terms of adoption, usage and engagement.
- Build relationships with customers and internal partners to ensure customers maximise the value from LinkedIn Learning
- Develop customer ‘Success Plans’ to guide the roll out of LinkedIn Learning to utilise the product to its full capability
- Provide ongoing consultation and best practice recommendations to ensure customers continue to meet agreed success criteria
- Maintain a deep understanding of LinkedIn products and industry knowledge to effectively guide customers on best practices
- Achieve quarterly goals related to customer license activation and learner engagement on the LinkedIn Learning platform
- Proactively forecast churn risk & develop mitigation plans to minimise churn within your customer base
- Leverage one-to-many activities to deliver customer value at scale
- Provide input and ideas to internal teams to continuously improve our product, systems and resources
- Track and record customer activity in a timely manner in systems of record, i.e. Dynamics
- Support your colleagues and team by helping to foster a sense of inclusion and belonging and always striving to exhibit LinkedIn’s culture and values.

**Qualifications**

**Basic Qualifications**:

- 4+ years of experience in any of these areas: Customer Success, Learning & Development, Product Adoption, Change Management, Account Management, Customer Training, Business Transformation, Project Management.
- Fluency in Bahasa Indonesia and English

**Preferred Qualifications**:

- Familiar with the e-learning industry
- Familiar with developing and deploying training programmes, learning management systems, and/or experience in supporting curriculum development
- Clear understanding of the Indonesia market and landscape in both Government and Corporate
- Experience analysing data, trends and client information to identify product or service growth opportunities.
- Excellent interpersonal skills with ability to build authentic business relationships and deal effectively with relational challenges.

**Suggested Skills**:

- Project management
- Growth mindset
- Communication
- Change management
- Stakeholder management