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Customer Success Manager

4 months ago

Detroit, United States Cornerstone onDemand Full time

Customer Excellence Manager – North America

The Customer Excellence Manager is responsible for engaging with clients to drive value realization in the solution and mitigate retention risk. Through direct client engagements, the Customer Excellence Manager ensures optimization and the resolution of issues related to client dissatisfaction so that clients can use the Cornerstone solution to achieve business outcomes.

The Customer Excellence Manager will partner directly with clients and Account Management in achieving client satisfaction to drive retention and growth within Cornerstone’s customer base. This critical role is a one-stop trusted resource supporting customers with a blend of business process knowledge, talent management expertise and deep functional and technical knowledge of Cornerstone. They will also serve as a customer advocate cross functionally within the organization.

The Customer Excellence Managers are part of a shared services team focused on optimization and driving resolutions to client business needs that are impacting client CSAT post go live. They leverage a strong understanding of key customer outcomes, strong product knowledge and a highly customer centric approach. They engage directly with clients to deliver optimization workshops and coaching. They also partner with Account Management to mitigate and address client satisfaction issues in a SWAT approach.

This position will report to the Customer Excellence team within Customer Success.

In this role you will:

  • Be a key part of a critical team focused on optimization, customer satisfaction and retention

  • Be a trusted partner for post-go live customers on process and product functionality

  • Understand customer business drivers and critical use cases and be able to align them to product functionality to drive key customer outcomes

  • Recommend best practice use case of Cornerstone based on understanding of customer’s business, use cases and success criteria for getting value

  • Partner with customers to understand their current and future business goals and provide recommendations on how to achieve those goals through Cornerstone

  • Navigate and mitigate post-go-live challenges blocking client from realizing value

  • Serve as an advocate for the customer cross-functionally across the organization

  • Work directly with clients to deliver optimization workshops and coaching

  • Help navigate complex software and technical questions for the customer and engage appropriate resources to resolve

  • Collaborate and work cross-functionally, engaging the appropriate resources as necessary

  • Empower customers to leverage best practices to increase adoption and utilization

  • Provide industry insights, guidance and recommendations to drive customer strategic outcomes

  • Understand and articulate key industry and product best practices

  • Provide just in time enablement, and how-to ‘quick wins’ to mitigate customer challenges

  • Support customers in understanding the resources, training, support, and services available to help make them successful

  • Deliver Office Hours sessions

  • Other duties or special projects as assigned

  • Pass initial certification exams and maintain expert level knowledge of Cornerstone product offerings and configuration options by staying current with releases

  • ... and being the rockstar you are, you will be willing to take on additional responsibilities as needed

You’ve got what it takes if you...

  • Have a B.A./B.S. or equivalent professional experience in Human Resources, Organizational Development or Finance

  • Have a minimum of three years of experience using the Cornerstone application with a demonstrated high level of skill

  • Are highly detail-oriented and able to manage multiple projects simultaneously

  • Are organized and methodical with excellent follow-up to meet customer expectations and deadlines

  • Have excellent communication, presentation, consulting and analytical skills

  • Have passion for customer success

  • Enjoy working in a fast-paced, dynamic organization

  • Are able to adapt changes in roles and responsibilities

  • Are able to travel up to 15-30%

Extra dose of awesome if you have.. .

  • SPHR, SHRM-CP, SHRM-SCP, CCP, CPLP designation

  • MBA

Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at careers@csod.com