Emily Phillips Email and Phone Number

After just 18 months as Customer Success Manager (CSM) at LinkedIn, I was promoted to Senior Customer Success Manager. As a Senior CSM, I manage a book of business which includes 15 Talent Solutions Enterprise Program and 5 LinkedIn Talent Hub clients representing ~$11M in total value. I apply a proven account planning framework that I helped to co-create with my team, which has since been adopted across the entire North America Customer Success Organization (CSO). This framework helps me to segment my book of business and, along with my deep product and industry knowledge, enables me to provide a tailored and consultative customer experience for each of my clients regardless of where they fall on the product adoption roadmap. I partner closely with my sales counterparts to ensure that we are in lockstep and provide the best unified experience for our clients from implementation to renewal, thus helping them to meet their goals and needs as well as identify opportunity.Additionally, from November 2019 - May 2020, I provided temporary coverage and support to five Relationship Managers. During this time, my book of business more than doubled in size and brought my total number of Relationship Managers to nine. I also continue to co-lead my team's peer coaching initiative which ensures that we learn from one another and share best practices across the team. This initiative marries my previous experience in Learning & Development consulting with my passion for helping others reach their fullest potential. This framework has proved successful and has since been adopted by other teams across CSO.

As a Customer Success Manager (CSM) at LinkedIn, I ensure that my clients are confident and comfortable leveraging the talent solutions tools they have access to through their investment with LinkedIn. I have a comprehensive knowledge of product, engagement, and industry trends which allows me to be a consultative partner to some of LinkedIn's most strategic clients, including 15 of our Talent Solutions Enterprise Program (TSEP) customers, to help them meet their workforce planning and business goals. In addition to ensuring success for my $3M book of business, I am a product ambassador and change manager for LinkedIn's New Recruiter & Jobs platforms, having some of the first customers who migrated to the new interface. I also co-lead our Chicago segment's peer coaching initiative which has created a framework for sharing best practices and insights across the team.Other accomplishments include: Selected as one of 20 CSMs in North America to attend 2019 Talent Connect in Dallas, TX Selected to participate in pilot New Recruiter & Jobs program in January 2019 to migrate some of our earliest customers to the new platformIn addition to ensuring success for my $3M book of business, I am a product ambassador and change manager for LinkedIn's New Recruiter & Jobs platforms having some of the first customers who migrated to the new interface. I also co-lead our Chicago segment's peer coaching initiative which has created a framework for sharing best practices and insights across the team.

As a Project Manager at The Mind Gym, I partnered closely with internal and external stakeholders to support delivery of various off-the-shelf and custom training programs to help meet a client's organizational development needs. I formed strategic partnerships with clients through ongoing relationship building and effective project management to ensure that all programs provided the most impact and value to their organizations. Lastly, I helped to cultivate new training and development opportunities to support portfolio growth for our sales team leaders.

As a Client Engagement Consultant, I manage a portfolio of 15-18 Fortune 500 and global clients with contract value totaling over $2M to provide tailored talent management development solutions that support the training of leaders within organizations. I work with senior executives and project teams to scope development objectives, project manage key engagement timelines to ensure milestones are met, and configure complex, organizationally-specific development experiences for Finance, IT, and HR professionals. In this role, I also liaise with a variety of internal stakeholders including operations, commercial, and facilitation to ensure achievement of timelines and most importantly our client’s organizational objectives.

In partnership with leading Fortune 500 organizations globally, we create and provide innovative talent development solutions to support leaders and drive corporate performance. As a Client Engagement Manager, I supported Client Engagement Consultants on approximately 10-12 engagements while learning the project management skills and content. After several months in role, I was given 2-3 engagements to own with limited oversight and support. After just over a year in seat, I was promoted to the Consultant role due to demonstrated ability to manage engagements and to drive improvements in internal processes, including creating and implementing an engagement process for virtual deliveries.

After nomination by senior management, I passed a promotion panel for CEB’s Sales & Service Professional Development Program to Representative level. In this role, I shifted to support just one top performing CEB Managing Account Director with 39 client accounts, including 98 distinct memberships across two practices -- Human Resources and Information Technology with a total contract value of $4.9M. I continued to ensure that this territory met and maintained all key service and engagement metrics with additional responsibilities including independently owning a total of 10 of the 39 client accounts. As part of this ownership, I led calls with senior executives to diagnose business priorities and recommend CEB membership services, identified opportunities for portfolio growth, and ensured engagement of the existing relationship. Lastly, I managed the renewal process for most accounts (both owned and supported) with an average renewal rate of 88% while exceeding all key internal member engagement metrics for territory through proactive and customized service. Key achievements: CEB Associate’s Circle Attendee for High Performers, August 2013

Less than a year in role as an Associate, I was promoted to an Account Management Specialist. I continued to support two Senior Account Managers in the HR Practice though my responsibilities expanded to include managing service metrics that reflected overall health of territories, finding new contacts within our client organizations and creating customized membership service plans to help them to leverage the resources to support strategic initiatives, and working with our Advisory team to support member requests on best practices or research.

As an Account Management Associate, I was part of CEB’s HR Practice (formerly CEB Corporate Leadership Council) Account Management team. I supported two Senior Account Managers with a combined portfolio of over 80 accounts and valued at $6M total (primarily Fortune 500) focused on service and ensured engagement with members. I scheduled key ‘year in the life’ calls to deliver service, which included welcome calls and quarterly program check-in conversations with senior executives maintaining a failure rate far below the 10% target. Additionally, I recruited key senior stakeholders to member events with over 40% of the pool attending in-person meetings which is a key indicator of membership engagement.

As the Assistant Director to Annual Giving, I coordinated the Young Alumnae, Reunion (classes 5th through 25th reunion classes), and Senior Class campaigns. These efforts resulted in raising more than $750,000 towards a $2 million goal through training and managing 80-100 alumnae volunteers via networking, marketing, and phone-a-thon events. Additionally, I created, implemented, and managed both a tiered leadership giving recognition society and a consistent giving recognition society for young alumnae to encourage and support lifelong giving shortly after graduation. Lastly, I worked across campus departments and with outside vendors on Annual Fund projects which included semi-annual direct mail campaigns and promotional marketing giveaways.