Senior Manager, Sales Operations

LinkedIn • New York, NY

2d • $150,000 - $243,000 • Hybrid

About The Position

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. This role will be based in our New York office. Our Go-to-Market Operations organization is responsible for building the ultimate go-to-market engine to connect our solutions with customer needs at scale. The Senior Manager, Customer Success Strategy & Operations is a key business advisor who will function as a “chief of operations” to our senior leader of the LinkedIn Talent Solutions (LTS) CS Global Services organization. They will be an advisor to Senior Customer Success Executives to help crack the most important strategic and operational issues facing our LTS Services organization. They will be responsible for making data-driven decisions in partnership with executives and Customer Success management by leveraging insights from LinkedIn’s customer, sales and product data. They will be accountable for creating regular business performance reviews, custom analyses, and customer impact assessments. This individual will be responsible for leading, executing and scaling operational and planning processes (e.g., customer segmentation, headcount, service levels, productivity improvements, org design), as well as driving key business priorities (e.g., new product launch service models, KPI design) to enable our CS Services team to be as productive and effective as possible. In this role, you will lead a team with global purview, requiring strong collaboration and stakeholder management skills. We are looking for an exceptional business and people leader with strong analytical, problem solving, communication, and project management skills. The ideal candidate can effectively communicate with executives and collaborate with a variety of people and job functions, accomplishing tasks of high complexity and scope, and can perform professionally in a challenging and extremely fast-paced environment. The ideal candidate will be able to handle highly sensitive, confidential, and non-routine information supporting a rapidly changing organization. We’re seeking a leader who can recognize opportunities to drive business growth or improve processes and who can lead a team to bring these ideas to life.

Requirements

• 8+ years of experience in management consulting, finance, sales operations, business operations, or an analytical/operational role
• 2+ years of direct people management experience
• 5+ years of experience using Excel and PowerPoint
• 2+ years of work experience using SQL
• Bachelor’s Degree in Computer Science, Economics, Business, Mathematics, Statistics, Finance, Accounting, or similar field OR related practical experience

Nice To Haves

• Experience building, mentoring, and growing high performing teams
• Ability to inspire and lead with compassion, empathy and emotional intelligence
• Experience working in B2B SaaS businesses or with other sales/customer success organizations
• Project Management experience and experience to mobilizing cross functional teams towards a common goal
• MBA or advanced degree
• Experience communicating with and presenting to senior management
• Experience analyzing data and using data to drive decision-making
• Experience working in fast-paced, high-growth, and results-orientated environment that demands excellence
• Experience pivoting between big picture thinking and operational tactics
• Technology-oriented, enjoy working with new tools, and a self-motivated learner
• Experience using and developing reports, metrics and dashboards with Dynamics365, Tableau, PowerBI, Anaplan, Gainsight or other relevant sales metric tools and programs
• Well-versed in analytics trends and software product/service market strategies and best-in-class technology solutions

Responsibilities

• CS Strategy: Lead and provide recommendations on a variety of decision-making projects that will shape LinkedIn’s future CS go-to-market model (e.g., value-added managed services, flexible resourcing models, new product and commercial initiative support models)
• Strategic Planning: Act like an owner in driving strategic planning processes through data-driven recommendations (e.g., customer segmentation, headcount, service levels, productivity improvements, org design, goal setting)
• Business performance & insights: Improve the Global Services organization’s capability and effectiveness by (1) delivering management visibility into business performance, providing insights and ensuring our teams are optimizing how they deliver customer value (2) helping teams manage their CRM data and understand the insights it provides
• Operational excellence: Lead operational processes and drive improvements in productivity or efficiency of the Global Services organization
• Stakeholder management: Establish strong working relationships with customer success partners, peers in other Sales Operations teams, and cross functional partners (Business Operations, Sales Leadership, HR, Finance, Systems Teams, and Global Support) to achieve objectives
• Project Management: Lead directly and through influence to drive execution of strategies & projects both regionally & globally within the customer success organization

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level