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Customer Success Manager
3 weeks ago
Customer Excellence Manager - North America
The Customer Excellence Manager plays a key role in ensuring client satisfaction and driving value realization in the solution. They partner with clients to identify and resolve issues, ultimately helping clients achieve their business goals using Cornerstone's solution. This position is a critical resource within the Customer Success team, supporting customers with a mix of business process knowledge and technical expertise.
Responsibilities:
- Collaborate with clients and Account Management to enhance customer satisfaction and retention
- Understand customer business drivers and align them with product functionality for optimal outcomes
- Provide recommendations on best practices and use cases to drive customer success
- Deliver optimization workshops and coaching to clients
- Advocate for customers within the organization
- Work cross-functionally to address customer needs and challenges
- Empower customers to increase adoption and utilization of the product
- Offer industry insights, guidance, and recommendations for customer strategic outcomes
- Provide training and support to help customers succeed
- Maintain expert knowledge of Cornerstone products and configurations
- Additional responsibilities as required
Requirements:
- B.A./B.S. or equivalent professional experience in HR, Organizational Development, or Finance
- Minimum 3 years of experience using Cornerstone application
- Detail-oriented with strong project management skills
- Excellent communication, presentation, consulting, and analytical skills
- Passion for customer success and adaptability to change
- Willingness to travel up to 15-30%
Preferred Qualifications:
- SPHR, SHRM-CP, SHRM-SCP, CCP, CPLP designation
- MBA
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