Christopher Leighton Email & Phone Number

Sunnyvale, Ca, Us

Sunnyvale, Ca, Us

Sunnyvale, Ca, Us

• Conduct customer-facing consultations, acting as the strategic advisor on behalf of CSO, while partnering with the account’s Customer Success Manager• Interface with product partners (Product Managers, Product Marketing and Product Operations) to collectively present customer product feedback to key internal stakeholders• Partner with Product Marketing and customer education teams on scaled training initiatives

Sunnyvale, Ca, Us

• Influence product roadmap: Gather insights and feedback to represent the Voice of the User / Voice of Customer (VoC) to LinkedIn’s Talent Solutions Product teams. • Education: Help maximize usage of products at scale by educating and upskilling CSMs. Use data to identify opportunities to target markets/segments/regional whitespace that will move the needle on CSO’s success metrics.• Program management: Interact with all levels of the organization from Product, Product Marketing, Sales & Support to deliver CSO strategic projects.

Sunnyvale, Ca, Us

• Lead a global account migration from a 3rd party legacy platform to an in-house product.• Consult and translate broad strategic intent into tactical solutions and plans that yield visible, incremental changes towards long term vision of job products at LinkedIn. • Help lead the designing and re-engineering of processes to gain efficiencies and scale product rollout,adoption and support. • Engage with leadership from cross functional partners in Product, Sales and Support functions to determine and align activities. While also maintaining the goal of monitoring progress and quality as well as risks and delays.• Work on significant and unique issues where analysis of situations or data requires an evaluation of intangibles.• Collect and communicate feedback on products from the field and communicate them to the engineering teams to facilitate field level feedback.• Be a SME with extensive business experience and broad functional expertise while successful leading through influence and collaboration

Sunnyvale, Ca, Us

• Led / managed over 400 + client integrations for LinkedIn’s Jobs Products.• Led a team of Technical Consultants in NAMER focused on creating custom solutions for Enterprise clients.• Analyzed and understood the client and their business, including future business direction.• Worked closely with Account Executives, Relationship Managers and Product Consulting Team to meet and exceed customer expectations.• Collaborated with business process owners and SMEs to execute process improvement initiatives and drive future state process implementation to scale business infrastructure.• Through observation and analysis of data, identify areas where process redesign/improvement can significantly impact efficiency, quality, and client/member experience. • Analyzed current business processes, suggest improvements and participate in identification of new systems and current system enhancements.

Weston, Ma, Us

• Led and managed a team of 10 Premium Service Agents who supported $35m of revenue Fortune 1000 and strategic accounts• Collaborated with Sales Management to implement, develop and retain B2B sales contracts• Managed account summaries, improving efficiency in account management• Developed strategic goals and objectives to improve account performance• Presented quarterly performance account reviews to C-Level Executives• Effectively tracked monthly sales reports to determine development and success• Created performance development plans for agents and administered performance feedback and periodic reviews• Created customized client solutions which included specialized reports, automated batch processes and quarterly business reviews • Increased team CSAT to over 90%

Sunnyvale, Ca, Us

• Managed a nationwide team consisting of 10 Account Coordinators supporting Fortune 1000 and strategic accounts• Trained and mentored team to grow, retain and manage the relationship with Fortune accounts.• Conducted employee training, formal and informal coaching and met one on one to review performance.• Worked with Sales Directors and Managers to develop a servicing and renewal strategy.• Defined, documented and improved internal business processes and team processes, including but not limited to heading up special projects, meetings and team events.• Knowledge and understanding of all internal systems to effectively coach team in responding to and proactively creating opportunities to help clients meet their recruiting objectives.• Initiated regular team meetings with the group to keep the team informed, listened and discussed current issues and/or problems, and shared best practices within the team.• Responsive to multiple, concurrent requests and feel comfortable in an extremely fast-paced environment.• Responded to and resolved escalated client issues with good judgment and emphasis on customer satisfaction.• Analyzed account performance and recommended adjustments to achieve maximum results.

Sunnyvale, Ca, Us

• Recruited, trained and mentored a team of 10 Account Managers (bi-coastal) and 4 Customer Care Agents, managing the support of 7000 external Yahoo! clients.• Developed team servicing/renewal strategy ensuring revenue and individual goals are exceeded.• Defined, documented and improved existing processes and developed best practices.• Initiated regular team meetings with the group to keep the team informed, listened and discussed current issues and/or problems, and shared best practices within the team.• Dealt with issues in need of management escalation.• Lead and drove assigned projects to completion.• Analyzed account performance and recommend adjustments to achieve maximum results.

Sunnyvale, Ca, Us

• Managed 9 Customer Care Agents and 3 Technical Customer Care Specialists as well as ad hoc projects.• Monitored and administered workload and work schedules to ensure departmental quality and productivity goals are met.• Ensured team met Yahoo! service level and Customer Satisfaction requirements in a multi-product sales/service environment.• Conducted employee training, formal and informal coaching and met one on one to review individual performance.• Reviewed and refined current processes/procedures/tools, identifying new opportunities and developing new methods to improve overall efficiency and quality.• Implemented new products and services, in support of departmental objectives.• Ensured that the performance of Customer Care was inline with the company's goals.• Worked with other departments to facilitate effective inter-departmental communication.• Respond to and resolved escalated client issues with good judgment and emphasis on customer satisfaction.

Sunnyvale, Ca, Us

• Supervised and trained 3 new hires for the newly created Technical Operations team and managed their daily tasks.**Job Wrapping**• Served as a subject matter expert in all phases of the Job Wrapping process, from preliminary client consultations, technical sales support, technical implementation, troubleshooting, to QA’ing and production.• Implemented new internal Job Wrapping processes, which under my lead increased our client base from 60 to 550 clients in 2 years and decreased cost by 500k annually.• Identified areas of improvement to the screen-scraping process; serve as liaison between Sales, Product, and Engineering teams.• Educated Sales Reps by hosting training classes to better understand the Job Wrapping product and its fulfillment of client needs and requests.• Created HTML job templates to enhance client branding and increase candidate response.**Vendor Management**• Managed batch imports of job postings through an automated job importing system. These jobs were imported from Applicant Tracking Systems (ATS), job posting engines or third-party posting vendor.• Built, maintained, and supported relationships with users, ATS vendors, and other 3rd party vendors and served as main point of contact.• Played an instrumental role in ensuring 600 newspaper partner feeds migrated correctly from LDIF to XML.