Cornerstone Ondemand - Boise, ID
posted 3 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 partnering directly with clients and Account Management to achieve client satisfaction, driving retention and growth within Cornerstone's customer base. As a one-stop trusted resource, the Customer Excellence Manager supports customers with a blend of business process knowledge, talent management expertise, and deep functional and technical knowledge of Cornerstone. They serve as a customer advocate cross-functionally within the organization, focusing on optimization and driving resolutions to client business needs that impact client CSAT post-go-live. The role requires leveraging a strong understanding of key customer outcomes, strong product knowledge, and a highly customer-centric approach. The Customer Excellence Manager engages directly with clients to deliver optimization workshops and coaching, partnering 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. The role involves understanding customer business drivers and critical use cases, aligning them to product functionality to drive key customer outcomes, and recommending best practice use cases of Cornerstone based on an understanding of the customer's business and success criteria for getting value. Additionally, the Customer Excellence Manager will navigate and mitigate post-go-live challenges blocking clients from realizing value, work directly with clients to deliver optimization workshops, and help navigate complex software and technical questions. They will collaborate cross-functionally, empowering customers to leverage best practices to increase adoption and utilization, and provide industry insights, guidance, and recommendations to drive customer strategic outcomes. The role also includes delivering Office Hours sessions and supporting customers in understanding the resources, training, support, and services available to help them succeed. To excel in this role, the Customer Excellence Manager must pass initial certification exams and maintain expert-level knowledge of Cornerstone product offerings and configuration options by staying current with releases.