Customer Success Manager

Cornerstone Ondemand - Virginia Beach, VA

Full-time

Virginia Beach, VA

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 is heard and addressed. The Customer Excellence Managers are part of a shared services team focused on optimization and driving resolutions to client business needs that are impacting client CSAT post-go-live. They leverage a strong understanding of key customer outcomes, strong 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 maintaining high levels of customer satisfaction and ensuring that clients can fully utilize the Cornerstone solution to achieve their business goals.

Responsibilities

• Engage with clients to drive value realization in the solution and mitigate retention risk.
• Ensure optimization and resolution of issues related to client dissatisfaction.
• Partner directly with clients and Account Management to achieve client satisfaction.
• Serve as a trusted resource supporting customers with business process knowledge and talent management expertise.
• Act as a customer advocate cross-functionally within the organization.
• Deliver optimization workshops and coaching to clients post-go-live.
• Navigate and mitigate post-go-live challenges blocking clients from realizing value.
• Provide recommendations on achieving customer business goals through Cornerstone.
• 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 customer strategic outcomes.
• Support customers in understanding available resources, training, support, and services to help them succeed.
• Deliver Office Hours sessions and assist with special projects as assigned.

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.