Full tenure; December 2012 to August 2013 (contract)
Dublin, Ireland
RESPONSABILITIES
Delivering an excellent customer experience for enterprise customers of LinkedIn Hiring Solutions.
Achieved through effectively resolving and escalating customer issues, ensuring clients are maximising the value of the product for their hiring objectives.
The role supports the sales organisation and proactively solves customer issues.
Dealing with global clients (EMEA, NA, APAC) in a multi-channel environment including email, phone and chat. (Salesforce and RightNow).
Absorbing product knowledge, mentoring new staff coming on board, building relationships with the sales organisation (Relationship Managers, Account Executives, Recruitment Product Consultant) and acquiring an excellent understanding of clients issues.
Train and on-board new clients (webinars) on using the key product Recruiter and subscriptions.
Identify client's knowledge gap and deliver of key elements with clear training.
Identify opportunities for proactive discussions with users.
Contributing to One LinkedIn by identifying opportunities for process efficiencies, positively challenging processes that are not putting our customers first.
Meet and excel targets for the Enterprise Account team including customer satisfaction, productivity, SLA’s and quality goals.
Document all communications and collate data and drive insights.
Actively participate in the decision making process through activities such as pilots and new programs.
ACHIEVEMENTS
Client Relationship Management: Served as the primary point-of-contact for strategic clients, ensuring timely issue resolution and effective communication. Built strong client relationships, leading to long-term partnerships and driving referrals from satisfied customers.
Revenue Growth: Achieved revenue targets by managing renewals and identifying upsell opportunities within existing accounts. Created customer support strategies to increase retention and reduced churn by proactively addressing at-risk customers.
Operational Efficiency: Streamlined internal workflows through cross-functional collaboration, improving overall efficiency and productivity. Implemented process improvement efforts, creating standard procedures and escalation policies for the customer support team.
Customer Engagement and Satisfaction: Increased customer engagement with targeted outreach campaigns and enhanced satisfaction with personalized success strategies. Conducted user training sessions to support customer understanding and product feature utilization, optimizing the customer journey with tailored recommendations based on usage patterns.
Data-Driven Strategies: Developed data-driven action plans to improve customer outcomes and experiences, leveraging data and analytics for informed decision-making. Analyzed customer data to identify trends and improve success metrics.
Cross-Functional Collaboration: Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes, addressing and resolving service issues. Communicated customer needs to supply chain and quality teams, ensuring alignment with customer requirements.
Team Leadership and Development: Trained and mentored new Customer Success Managers, fostering their success through hands-on coaching. Recruited, interviewed, and hired employees, implementing a mentoring program to promote positive feedback and engagement.
Problem Resolution: Managed escalations effectively, resolving complex issues and preventing future occurrences. Addressed problems directly to maintain positive customer relations, implementing corrective actions to enhance satisfaction.
Quality Assurance: Launched quality assurance practices for each phase of development, streamlining quality programs to alleviate overdue compliance activities. Monitored metrics and developed actionable insights to improve efficiency and performance.
Strategic Planning: Developed detailed plans based on broad guidance and direction, defining clear targets and objectives, and communicated them to team members. Controlled resources and assets to comply with industry standards and regulations, ensuring successful operations strategies and maximizing business success.
ABOUT LINKEDIN
Founded in 2003, LinkedIn connects the world's professionals to make them more productive and successful. With more than 400 million members worldwide, including executives from every Fortune 500 company, LinkedIn is the world's largest professional network on the Internet. The company has a diversified business model with revenue coming from Talent Solutions, Marketing Solutions and Premium Subscriptions products. Headquartered in Silicon Valley, LinkedIn has offices across the globe.Speciality: Online Professional Network, Jobs, People Search, Company Search, Address Book, Advertising, Professional Identity, Group Collaboration
Website
Sector: Internet - Fortune 500 company
Headquarters: 2029 Stierlin Court Mountain View, CA 94043, USA
Created in 2003