Workforce Management Contact Routing Lead
•Gusto· 7h
🎧 Support📝 Contract🎯 Lead / Principal💰 $134k-149k🇺🇸 Denver, USA
7h ago
Linkedin·8 days ago
This role is posted in multiple countries, including the US. If you apply, your application and personal information will be retained in accordance with our legal retention obligations (for example, we are legally required under US law to retain hiring records for each position posted in the US for at least two years from the date of the hiring decision), which may impact our ability to honor application deletion or personal data deletion requests.
At LinkedIn, our approach to flexible work is centered on trust and optimized for culture, connection, clarity, and the evolving needs of our business. The work location of this role is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team.
Our Customer Success team aspires to be the trusted partner in accelerating value/ROI for our customers through product, insights, and collaboration. To make our members and customers successful, we must approach them with empathy, make their journey easy, and provide essential value in the moments that matter throughout their journey with LinkedIn. Our world-class LinkedIn Talent Solutions (LTS) Customer Success team is responsible for helping our customers optimize our products to achieve their talent objectives, and ultimately driving renewals and revenue growth for LinkedIn.
We are looking for a thought leader with industry expertise who will lead our LTS Global Clients Program Customer Success organization. The Global Clients Program represents the largest, most complex multinational customers at LinkedIn. This leader will be responsible for setting this team’s vision, strategy, and processes, acting as a catalyst to improve the quality of our services and overall customer experience to deliver value. Customer Success plays a critical role in ensuring our customers receive massive value from the products and services that LinkedIn provides. The ideal candidate brings a vision and passion for leading customer success while driving strong collaboration across our Customer Success Management, Sales, Insights, Marketing, Support, Operations, Data Science, and Product teams to deliver outstanding experiences and outcomes for all our customers. This role will report into the Vice President, LTS Customer Success.
Responsibilities:
Ownership and responsibility to set, lead, and drive the strategic priorities of the Global Clients Program Customer Success team across North America, Europe, Latin America and Asia.
Lead a team of 120+ Customer Success Managers across the world.
Drives the delivery of results for client adoption, engagement, satisfaction, and account retention. Customer Success outcomes include: increasing renewal rates, reducing churn, and influencing future lifetime value through higher product adoption and customer satisfaction.
Coaches and develops directs toward delivering on KPIs in team development, onboarding, product adoption, education, project management, customer satisfaction and customer insights/value analysis.
Partner closely with Global Clients sales leadership to align goals and incentives for the overall health of LinkedIn’s business.
Collaborates extensively with cross-functional teams including Sales, Marketing, Operations, Product, Enablement, Deal Desk, Insights, and Global Services to deliver outsized value and impact for LinkedIn’s largest customers.
Engages externally and stays abreast of industry trends to strategically plan, adapt, and shift the vision and direction of the team.
Serves as executive sponsor of 5-10 key customers. Leading senior level relationships and value creation.
Inspire and hold the team accountable to do their best work.
Leads compassionately, focuses on coaching and developing team members and fosters an environment where the team wins and has fun.
Champions inclusion and belonging and models the way for other leaders with creating an inclusive environment.
Identify opportunities to enhance effectiveness and efficiency through technology.
Basic Qualifications:
10+ years of progressive roles within Customer Success Leadership and/or Sales Leadership Experience
3+ years in people management and ideally distributed customer success teams, education teams, sales teams or pre-sales teams.
Preferred QualificationsL
10+ years of work experience including consulting/customer success/sales/support/program management, etc.
Ideal candidate has track record delivering results in both Sales and Customer Success
5+ years in people leadership with distinguished track record of success
Advanced degree in Business or related field
Systems thinker who can connect the dots between multiple initiatives across functions to drive customer value and experience
Experience designing, building, and driving innovative, customer-facing engagement programs at scale
Curiosity and willingness to experiment, fail fast, learn, and adapt; flexibility to learn from what you’ve done in the past, not adhere rigidly to it
Ability to lead and facilitate cross company initiatives
Track record of driving process improvements for scale and efficiency, including identifying and implementing technology solutions.
Strength in strategic problem solving and articulating strategic plans in written and verbal formats
Deep experience in developing and making formal presentations to executive management
Experience hiring, developing, and retaining best in class talent.
Teamwork mentality and willingness to assist wherever needed
Experience deriving insights from data and building actionable strategy based on analysis.
Understanding of Artificial Intelligence
Suggested Skills:
Leadership
Analysis
Strategic Thinking
LinkedIn is committed to fair and equitable compensation practices.
The pay range for this role is 190,000-308,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.
The total compensation package for this position may also include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans. For more information, visit https://careers.linkedin.com/benefits.
Equal Opportunity Statement
We seek candidates with a wide range of perspectives and backgrounds and we are proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.
LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.
If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at [email protected] and describe the specific accommodation requested for a disability-related limitation.
Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:
A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.
LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.
San Francisco Fair Chance Ordinance
Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.
Pay Transparency Policy Statement
As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.
Global Data Privacy Notice for Job Candidates
Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.