Manager 2, Acquisition & Engagement Enterprise
The Acquisition & Engagement team focuses on the full customer journey from acquisition to retention of LinkedIn's small business clients and consumers, working horizontally across all Online Solutions. The team plays a key role in consulting with LinkedIn's customer base to optimize their investment, with the goal of driving business growth and ultimately customer success. While key functional areas are fully stable and operationalized, a portion of the business focuses on new ventures with partners across the company to solve for business gaps and new opportunity areas. The team develops and drives incubations to test solutions that will increase revenue, customer engagement, and deliver incremental insights.
We are looking for an Acquisition and Engagement Manager to provide leadership and direction to a team of Product Engagement Consultants to ensure their success. Our teams are experts in LinkedIn Online Solutions and play a key role in consulting with our customer base to optimize their investment, with the goal of driving business growth and ultimately customer loyalty. In this role, you will provide coaching and guidance to the team in regard to delivering quality and daily operations while maintaining an inclusive environment. You will own daily operations and assess resources and staff needs for the team. You will also analyze operational data to measure and increase ROI and drive efficiency gains.
Be directly involved with the mentoring and development of the team which includes recruiting, hiring and training new Product Engagement Consultants
Provide the team with thought leadership, coaching, conducting one-on-ones and performance appraisals
Inspire and motivate employees on a daily basis and bring innovation to the sales and support process to help accelerate growth trajectory.
Serve as the voice of compassion and authority on client communications, and as the point-of-contact for the Acquisition & Engagement team.
Manage escalations and participate directly in all aspects of the acquisition and support cycle to ensure customer success.
Drive and Implement strategies to increase customer loyalty, and results
Develop and foster relationship with cross-functional partners to create and implement incubation efforts that solve for challenges the organization is facing.
Consistently manage, monitor and track the day to day operations of the team with the ability to grow and scale as necessary
Work with analytics team to enhance and maintain dashboards & feedback channels to track impact and optimize operations
Prepare and present accurate and timely business forecasts to senior management
Own and maintain a clear roadmap for the team and all solutions that they provide
Deliver against revenue quota, grow customer satisfaction metrics, industry recognition and employee satisfaction scores ability to thrive in a fast-paced, collaborative, agile environment while also leading process improvement efforts
5+ years of direct people management experience, including remote employees
5+ years of experience working directly with customer communication (email, inbound/outbound phone, chat), involving escalations
Experience working with cross functional partners such as marketing or sales teams
Experience running pilots
Experience working in a startup
Experience building teams, recruitment, training and coaching talent
Strong storytelling skills
Strong problem-solving, strategic, and analytical skills
Experience driving efficiency and implementing change
Great negotiation skills, self-starter, detail-oriented while framing big picture to drive results and strategy
Proven ability to succeed in both collaborative and independent work environments
Demonstrates customer centric approach to building enterprise and consumer solutions
Teamwork mentality and willingness to assist wherever needed
Ability to proactively develop creative solutions to drive results or move initiatives forward
Ability to derive insight from data and build actionable strategy based on analysis
Excellent organization, project management, time management, presentation skills
Ambitious and driven, thriving in fast-paced and demanding environment.
Demonstrated ability to collaborate and build strong stakeholder relationships
Microsoft Office capabilities: Excel, Word, Outlook, and PowerPoint.