Customer Success Manager

Cornerstone Ondemand - Billings, MT

Full-time

Billings, MT

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

About the position

The Customer Excellence Manager is a pivotal role within Cornerstone OnDemand, responsible for engaging with clients to drive value realization from the Cornerstone solution and mitigate retention risks. This position focuses on ensuring that clients can effectively utilize the Cornerstone platform to achieve their business outcomes. The Customer Excellence Manager will work closely with clients and Account Management to enhance client satisfaction, thereby driving retention and growth within Cornerstone's customer base. This role serves as a trusted resource, blending business process knowledge, talent management expertise, and deep functional and technical knowledge of Cornerstone's offerings. As part of a shared services team, the Customer Excellence Manager is dedicated to optimizing client experiences and resolving issues that impact customer satisfaction (CSAT) post-implementation. They leverage a strong understanding of key customer outcomes and product knowledge, adopting a highly customer-centric approach. The role involves direct engagement with clients to deliver optimization workshops and coaching, as well as collaborating with Account Management to address and mitigate client satisfaction issues in a proactive manner. The Customer Excellence Manager will be instrumental in understanding customer business drivers and aligning them with product functionalities to drive key outcomes. They will recommend best practices based on their understanding of the customer's business and success criteria, helping clients navigate post-go-live challenges and empowering them to leverage best practices for increased adoption and utilization of the Cornerstone solution. This role also includes providing industry insights and guidance to support customer strategic outcomes, delivering just-in-time enablement, and conducting Office Hours sessions to assist clients in overcoming challenges. Additionally, the Customer Excellence Manager is expected to maintain expert-level knowledge of Cornerstone product offerings and configuration options by staying current with product releases and passing initial certification exams. This role is dynamic and may require taking on additional responsibilities as needed.

Responsibilities

• Engage with clients to drive value realization in the Cornerstone solution and mitigate retention risk.
• Ensure optimization and resolution of issues related to client dissatisfaction post-go live.
• Partner with clients and Account Management to achieve client satisfaction and drive retention and growth.
• Serve as a trusted resource supporting customers with business process knowledge and talent management expertise.
• Deliver optimization workshops and coaching directly to clients.
• Navigate and mitigate post-go-live challenges blocking clients from realizing value.
• Collaborate cross-functionally within the organization to advocate for customer needs.
• Provide industry insights, guidance, and recommendations to drive customer strategic outcomes.
• Support customers in understanding available resources, training, support, and services to ensure their success.
• Conduct Office Hours sessions to assist clients with their challenges.

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 with the ability to manage multiple projects simultaneously.
• Organized and methodical with excellent follow-up skills to meet customer expectations and deadlines.
• Excellent communication, presentation, consulting, and analytical skills.
• Passion for customer success and ability to work in a fast-paced, dynamic organization.
• Adaptability to changes in roles and responsibilities.

Nice-to-haves

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