Cornerstone Ondemand - Albuquerque, NM
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 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 and needs are communicated effectively. The Customer Excellence Managers are part of a shared services team focused on optimization and driving resolutions to client business needs that impact client CSAT post-go-live. They leverage a strong understanding of key customer outcomes, product knowledge, and a highly customer-centric approach. Engaging directly with clients, they deliver optimization workshops and coaching, partnering with Account Management to mitigate and address client satisfaction issues in a SWAT approach. This role is essential for navigating and mitigating post-go-live challenges that block clients from realizing value from the Cornerstone solution.