Cornerstone Ondemand - Des Moines, IA
posted 5 months ago
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. This role is critical in ensuring that clients are satisfied and that their needs are met post-implementation. In this position, the Customer Excellence Manager will partner directly with clients and Account Management to achieve client satisfaction, driving retention and growth within Cornerstone's customer base. This role serves as 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. The Customer Excellence Manager will also act as a customer advocate across the organization, ensuring that client feedback is heard and addressed. As part of a shared services team focused on optimization, the Customer Excellence Manager will leverage a strong understanding of key customer outcomes and product knowledge to engage directly with clients. They will deliver optimization workshops and coaching, partner with Account Management to address client satisfaction issues, and navigate post-go-live challenges that may block clients from realizing value. This role requires a proactive approach to understanding customer business drivers and aligning them with product functionality to drive key outcomes. The Customer Excellence Manager will also provide industry insights and recommendations to help customers achieve their strategic goals.