Customer Excellence Manager – North AmericaThe 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