French Bilingual Senior Customer Success Manager – Learning

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.

At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers both hybrid and remote work options minus Quebec. This means you can 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, or you can work remotely from most locations within the country listed for this role.

As part of LinkedIn’s Learning Solutions team, the Customer Success Manager (CSM) works with our customers to help them maximize the value from LinkedIn Learning, in other words – we help them be successful with the platform they have purchased! It is 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 Learning & Development (L&D) strategy. You will also act as the voice of the customer to our internal teams to ensure customer ideas and feedback are part of our ongoing development strategy for the product. 

Responsibilities:

• Track and document customer activity via system tools, ie. Dynamics. 
• Partner with teams and execute solutions (, sales, implementation, insights, etc.) drive overall customer adoption, enhance customer success, mitigate customer churn risk, and return on investment (ROI). 
• Lead and maintain deep understanding of LinkedIn products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs.  
• Provide best practices to help drive user behavior and product adoption, and map solutions to existing customer workflows.   
• Commitment to personal journey with Diversity, Inclusion, and Belonging as this is a top priority for LinkedIn and many of its customers.    
• Share relevant data and insights that are impactful to customers and tie back to their success drivers through operational reviews to key customer stakeholders as well as Value Reviews.
• Develops and helps customer drive change management principles and processes to support organizations transitioning to new processes, tools, or initiatives related to LinkedIn products and solutions.
• Act as a trusted advisor and provide ongoing consultation and leading practice recommendation to the book of business and their management to drive product adoption and help ensure they leverage the solution to achieve agreed upon operational priorities, leading to full business value and agreed success criteria. 
• Have knowledge of customer’s operating model and articulate how Linkedin Products add value to organizational goals
• Encourage customers to utilize appropriate LinkedIn resources to increase their utilization on the LinkedIn platform.
• Align on customer’s business objectives and goals to build measurable success plan and set a cadence of communication to deliver ROI and operational reviews.  
• Travel may be required when travel guidelines safely allow for in-person visits, depending on location and territory 
• Identify churn risk and maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success. 
• Manage and execute projects geared to drive adoption of new products and services with customers.  
• Interpret and analyze customer insights to drive behavior change in product and act as voice of customer to continuously improve our product, systems, and resources.  

Qualifications

Basic Qualifications:

• 5+ years of experience in any of the following: Customer Success, Account Management/Sales, Consulting, Product Training and Enablement, Project Management, or Change Management
• Fluent in French

Preferred Qualifications:

• Proficient interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges
• Proficient understanding of Sales concepts and Software as a Service 
• Proficient organization, project management, and time management skills
• Proficient verbal and written communication skills, including expertise in presenting to both small and large remote audiences 
• Experience analyzing data, trends, and client information to identify product or growth opportunities in service of customer value
• Experience managing client accounts with high revenue impact 
• Bachelor's degree or equivalent practical experience
• Recruiting or other applicable talent experience, or Learning, e-Learning, Organizational L&D, Human Capital Management, Software pre-sales and/or sales effectiveness experience
• Experience partnering with Director+ stakeholders

Suggest Skills:

• Stakeholder Management
• Project Management
• Product Training and Enablement

Additional Information

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