Customer Success Manager

Cornerstone Ondemand - Honolulu, HI

Full-time

Honolulu, HI

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

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 resolving post-go-live challenges that may block clients from realizing the full value of the Cornerstone solution.

Responsibilities

• Engage with clients to drive value realization and mitigate retention risk.
• Ensure optimization and resolution of issues related to client dissatisfaction.
• Partner with clients and Account Management to achieve client satisfaction and drive retention and growth.
• Serve as a trusted resource for post-go-live customers on process and product functionality.
• Understand customer business drivers and align them to product functionality to drive key outcomes.
• Recommend best practice use cases of Cornerstone based on customer understanding.
• Navigate and mitigate post-go-live challenges blocking client value realization.
• Serve as an advocate for the customer across the organization.
• Deliver optimization workshops and coaching directly to clients.
• Help navigate complex software and technical questions for customers.
• Collaborate cross-functionally, engaging appropriate resources as necessary.
• Empower customers to leverage best practices to increase adoption and utilization.
• Provide industry insights, guidance, and recommendations to drive strategic outcomes.
• Articulate key industry and product best practices.
• Provide just-in-time enablement and quick wins to mitigate customer challenges.
• Support customers in understanding available resources, training, and support services.
• Deliver Office Hours sessions.
• Pass initial certification exams and maintain expert-level knowledge of Cornerstone product offerings.

Requirements

• B.A./B.S. or equivalent professional experience in Human Resources, Organizational Development, or Finance.
• Minimum of three years of experience using the Cornerstone application with a demonstrated high level of skill.
• Highly detail-oriented and able to manage multiple projects simultaneously.
• Organized and methodical with excellent follow-up to meet customer expectations and deadlines.
• Excellent communication, presentation, consulting, and analytical skills.
• Passion for customer success.
• Ability to adapt to changes in roles and responsibilities.

Nice-to-haves

• SPHR, SHRM-CP, SHRM-SCP, CCP, CPLP designation.
• MBA.